Satisfaction of Public Transport Service Quality and Improvement Strategies Based on Importance-Performance Matrix
Yan Han, Linfeng Guo, Hao Zhao, Xuezhao Ma · CICTP 2022 · 2022
With the increasing demand of people for a better life, more attention has been paid to the service quality of public transport. It is necessary to grasp passengers’ new demands accurately under the government procurement of services. Based on customer satisfaction theory, a satisfaction evaluation system is constructed. Further, the weight of each index is calculated by the structural equation model. The importance-performance matrix is figured out to evaluate the indicators, and some strategies are put forward. Finally, a case study is made from 2019 to 2021 in a district of Beijing. The results show the average satisfaction rate is increased by 1.4% quarterly. After the importance-performance matrix of each line is drawn, the performance of indicators is improved due to measures such as strengthen the supervision of bus departure. This study can provide theoretical support for pertinent strategies for the development of urban buses.