基于乘客感知的公交车线路服务质量评价模型

针对传统公交车服务质量评价方法的局限性，提出基于乘客感知的普适性因素权值分析方法.首先以相关乘客作为专家并分组，建立基于乘客感知视角的专家权重确定方法，得到专家权重及指标综合权重.然后以上述多组数据作为先验样本进行 BP 神经网络的训练、测试与验证，从而获得可供推广的城市公交线路服务质量评价AHP-BP神经网络模型.最后以沈阳市某条公交线路为例展开实证研究，结果表明该模型在充分反映乘客感知服务质量因素的同时，降低了主观评价的随意性，给出了特定公交线路服务质量改进方向.

Evaluation Model of Bus Route Service Quality Based on Passengers Perceptions

Aiming to solve the limitation of the evaluation method of traditional bus route service quality， a universal weight analysis method based on passengers perceptions is proposed. Firstly， a weight determination method is established based on passengers perceptions in order to determine the weight of experts and the comprehensive weight of each group. Secondly， the quality evaluation AHP-BP network model of urban bus route service can be acquired by training， testing and verifying with the above data as prior samples. Finally， an empirical study is launched on a certain bus route in Shenyang， and the results demonstrate that the model reflect passenger perceptions adequately as well as reduce the randomness of subjective evaluation which can provide an improved direction for a bus route service.