乘客差异化需求对公交出行满意度的影响

中国对于公交出行满意度的研究主要集中在服务质量指标的制定、乘客意向信息采集等方面，对出行满意度的影响因素缺少深入分析。结合安徽省铜陵市居民公交出行意向调查数据，对通勤乘客和非通勤乘客的公交出行服务需求特征进行分析。在此基础上构建结构方程模型，探究乘客公交出行满意度的影响因素。模型结果表明，通勤乘客更重视公交服务的经济性、便捷性和可达性，而非通勤乘客更重视可靠性和舒适性；经济性和可达性需求对通勤乘客满意度有显著积极影响，而便捷性、可靠性和舒适性需求对所有公交乘客满意度均有显著消极影响。由此，针对两类乘客分别提出提升公交出行满意度的措施。

Impact of Diversified Passenger Demand on Transit Satisfaction

Previous studies on transit satisfaction in China mainly focus on the establishment of service quality indicators and collection of passengers’ stated preferences, but rarely investigate the affecting fac-tors. Based on the stated preference survey of residents’ transit travel in Tongling, Anhui, this paper ana-lyzes the characteristics of transit service demand for commuters and non-commuters. A structural equation model is developed to investigate the factors affecting passenger transit satisfaction. Results show that com-muters pay more attention to the economic efficiency, convenience and accessibility of transit service;while non-commuters more focus on reliability and travel comfort. Demands for economic efficiency and accessibility exhibit a significantly positive impact on the satisfaction of commuters; while demands for convenience, reliability and comfort demonstrate a significantly negative impact on all passengers. Finally, the paper proposes measures to improve the satisfaction for both types of passengers.