城乡公交客运服质量评价体系研究.pdf

Study of urban and rural bus passenger services quality evaluation system A Dissertation Submitted for the Degree of Master Candidate：Longhui Wang Supervisor：Prof. Zhang Zhoutang Chang’an University, Xi’an, China i 摘 要 “十二五”时期是发展我国道路运输业的重要机遇期，“村村通公路”等工程，为 城乡公交客运发展提供了良好的硬件设施。一些地区经济的快速发展使城市与乡镇间联 系更加紧密，城乡间客流量增长显著，迫切需要采用城乡公交客运的运输模式。而目前 城乡公交客运模式尚处于起步阶段，运输服务质量有待提高。想要提高城乡公交客运服 务质量就必须有一个科学的评价指标体系，作为引导其改善和调整的准则。 本文首先提出城乡公交客运概念，并对城乡公交服务特性进行分析，与城市公共交 通及道路旅客运输方式进行分析比较，深入分析了城乡公交客运的客流特征。然后分析 了城乡公交客运服务质量和服务质量评价现状和不足，阐明构建城乡公交客运服务质量 评价体系的必要性和以期实现的目标。论文后半部分根据城乡公交客运服务质量特性及 城乡公交客运客流特征，运用层次分析理论构建三级阶梯层次模型，从而建立了全面、 便于操作、实用性强的服务质量评价体系，综合运用层次分析法、模糊综合评价法和 TOPSIS 法进行方案比较。最后进行实例分析，对不同方案进行考评，验证该方法的实践 应用效果。 关键词：城乡公交，服务特性，客流特征，模糊综合评价，TOPSIS 法 ii Abstract Twelve Five period is an important opportunity for the development of Chinas road transport industry, every village access roads and other projects, provides good infrastructure for the development of urban and rural bus passenger. Some of the regions rapid economic development in the cities and towns closer ties between urban and rural areas, a significant increase in passenger traffic, and an urgent need for urban and rural bus passenger transport mode. At present, rural and urban passenger transport mode is still in its infancy; transport service quality needs to be improved. To improve the quality of urban and rural bus passenger services can not be separated from a scientific evaluation system, as a basis to guide the improvement and adjustment. This paper first proposed the concept of urban and rural bus passenger, characteristics of urban and rural