基于公交企业观点的公交服务可靠性评价指标研究

对于公交运营企业,服务质量评价体系的核心功能是支持企业的持续自我完善。企业的自我完善是一个不断迭代的过程,包括明确目标、改善运营到评估效果等环节。这一过程中,企业需要通过一系列指标量化目标,并明确每个指标拟达到的标准,才能定量地评估期初的目标是否达到。服务可靠性是乘客评价常规公交服务质量时最为关心的问题。本文以改善服务可靠性为例,在分析公交运营企业建立评价指标体系应遵守的原则的基础上,对服务可靠性指标的选取问题提出了建议。

Research on Quality Measures of Service Reliability of Transit Bus Based on Agency Perspective

For transit agency,the core function of the performance measurement system is to support the self-improvement on its operation.An agency＇s goals need to be quantized by measures to judge whether its goals is achieved.Service reliability is important for passengers.This paper discusses the principle of the development of performance measurement system for transit agency and suggests some effective measures for service reliability.