中文摘要：

针对寒冷地区冬季城市公交的运营和服务易受恶劣气候条件影响的情况,根据寒冷地区冬季城市公交系统的服务特征,运用数据包络分析方法（DEA）评价公交线路的服务满意度.首先从乘客满意度的角度出发,利用结构方程模型进行评价指标的筛选;然后从公交运营者和出行者两方面确定评价模型变量,根据问卷调查信息构建了C～2R-DEA模型,应用该模型不仅得到了公交线路的服务满意度水平,而且给出了非DEA有效线路的调整方法;通过交叉效率模型,得到公交线路服务满意度的准确排序结果,最后针对公交运行和服务中存在的不足提出相应的改进意见.

英文摘要：

The complicated climatic conditions have a great impact on the operations and services of urban public transport in cold regions＇ winter.According to the characters of urban public transport service,the interests and needs of travelers were considered,and the bus service satisfaction was treated as the evaluation criteria,and the data envelopment analysis method（DEA） was adopted to evaluate the service satisfaction of bus lines.Based on structural equation model,the evaluation index was screened and the questionnaire survey data was applied to build the C R-DEA model,which the evaluation score was obtained,and the extent to which those underperforming units were improved.Moreover,a crossefficiency model was introduced to implement an accurate ranking among decision making units.Finally from the prospective of bus operators and managers,suggestions for improving the bus service satisfaction in cold regions were provided.