中文摘要：

为了建立快速公交的乘客满意度模型,以乘客的社会经济特性和出行特征作为自变量,选取常州快速公交作为案例开展车内问卷调查以获取建模所需数据,采用有序Logistic回归作为建模方法.提出了基于有序Logistic回归建模乘客满意度的一般性方法,并在此基础上建立了常州快速公交的乘客满意度模型.通过对所建模型的分析发现：等车过程对乘客满意度的影响最大,其次是乘车过程,到站过程的影响相对最小;站点设施,如是否配备遮挡物和座椅等,对乘客满意度有较大影响;乘客的社会经济特性对乘客满意度有很大影响.

英文摘要：

This paper aims to develop a customer satisfaction model for bus rapid transit （BRT）. Both the socio-economic and travel characteristics of passengers were considered to be independent variables. Changzhou BRT was taken as an example and on which on-board surveys were conducted to collect data. Ordinal logistic regression （OLR） was used as the modeling approach. The general OLR-based procedure for modeling customer satisfaction is proposed and based on which the customer satisfaction model of Changzhou BRT is developed. Some important findings are concluded： Waiting sub-journey affects customer satisfaction the most, riding sub- journey comes second and arriving station sub-journey has relatively fewer effects. The availability of shelter and benches at stations imposes heavy influence on customer satisfaction. Passengers＇ socio-economic characteristics have heavy impact on customer satisfaction.