[1] Huo Yueying, Li Wenquan, Chen Qian,. Modeling customer satisfaction for bus rapid transitin Changzhou, China [J]. Journal of Southeast University (English Edition), 2016, 32 (2): 233-239. [doi:10.3969/j.issn.1003-7985.2016.02.017]

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Modeling customer satisfaction for bus rapid transitin Changzhou, China()

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Journal of Southeast University (English Edition)[ISSN:1003-7985/CN:32-1325/N]

Volumn:

32

Issue:

2016 2

Page:

233-239

Research Field:

Traffic and Transportation Engineering

Publishing date:

2016-06-20

Info

Title:

Modeling customer satisfaction for bus rapid transitin Changzhou, China

Author(s):

Huo Yueying¹;  Li Wenquan²;  Chen Qian²

¹Transportation Institute, Inner Mongolia University, Hohhot 010070, China
² School of Transportation, Southeast University, Nanjing 210096, China

Keywords:

customer satisfaction;  bus rapid transit;  modeling;  socio-economic characteristics;  trip characteristics

PACS:

U491.17

DOI:

10.3969/j.issn.1003-7985.2016.02.017

Abstract:

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.

References:

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Memo

Memo:

Biography: Huo Yueying(1985—), female, doctor, lecturer, huoyueying2008@163.com.
Foundation items: The National Natural Science Foundation of China(No.61573098), the Scientific Research Projects in Universities of Inner Mongolia(No.NJZY16022).
Citation: Huo Yueying, Li Wenquan, Chen Qian.Modeling customer satisfaction for bus rapid transit in Changzhou, China[J].Journal of Southeast University(English Edition), 2016, 32(2):233-239.doi:10.3969/j.issn.1003-7985.2016.02.017.

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