中文摘要：

城市公交乘客满意度研究有助于提高公共交通运营质量和公交分担率。基于乘客出行实际需求，构建城市公交服务水平评价七要素指标体系，运用AHP—FCE方法分析355份公交调查问卷综合评价居民对宁波市公共交通服务水平的满意度。研究发现：（1）宁波市公交总体服务水平的得分为4．0213，处于“非常满意”和“满意”之间；（2）准时性和舒适性权重最大但综合评价得分较低，信息性和便捷性权重最小综合评价得分较高，模型计算结果客观反映市民乘坐公交感受。公交运营公司应着重提高发车频率和优化城市公交基础设施建设，促进城市交通可持续发展。

英文摘要：

Passenger satisfaction helps to improve the quality From the passengers＇ travel demands, the bus service levels ty, convenience, service, information, comfort, environment of public transport and the rate of bus sharing rate. evaluation system is established, including punctuali- and health. AHP-FCE model is used to analyze ques- tionnaires to evaluated the public transportation satisfaction degree in Ningbo City. The result reveale that：（ 1 ）The satisfaction degree is 4. 021 3, which is at the level between very satisfied and satisfied. （2）The largest weight of bus service levels evaluation system were punctuality and comfort, but they got lower scores, the minimum weight were information and convenience but the scores were high, Computation result reflects the subjective attitudes of passengers accurately and visually. The bus companies should focus on improving the bus frequency and optimizing city bus infrastructure, promoting the sustainable development of urban public transport.