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中文摘要：
为系统研究城市公交车服务质量的影响因素及作用机理,借鉴SERVPERF服务质量分析方法,从乘客感知角度设计了公交车服务质量的5维度影响因素（有形性、保证性、可靠性、响应性和关怀性）测量模型.通过相关性分析发现,可靠性维度与公交车乘客感知总体服务质量的相关性最高,而响应性最低;同时,有形性、保证性与可靠性呈高度正相关.结果表明,城市公交要继续加强服务的可靠性管理、不断提高司乘人员的服务意识;同时需要强化公交车车体形象管理并采取人性化管理措施,对提高城市公交的乘客感知服务质量具有积极的促进作用.
英文摘要：
To identify the influencing factors and action mechanism of urban bus service level systematically, this paper develops the five dimensions perception scale model for the city bus passenger from tangibles based on the SERVPERF analysis. The five perception scale include ： tangibles, assurance, reliability, responsiveness and empathy. By analyzing the data from passenger questionnaires, it is found that the reliability dimension is the highest to the overall quality of service that bus passengers perceive, and the responsive dimension is the lowest. Furthermore,the tangible dimension is strongly correlated with the assurance and reliability dimension. The results show that it is necessary to strengthen the reliability management of city bus service and to raise the awareness of service of related staff. Meanwhile,it is also useful to improve the bus image and encourage the humane measures ,which will exert positive impact on promoting service perception of passengers.
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