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Evaluating City Bus Service Based on Zone of Tolerance of Expectation and Normalized Importance

机译：基于期望容忍度和归一化重要性的区域评价城市公交服务

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Improving the quality of the city bus service is an important topic for public transportation management. One way of measuring this improvement is to measure the gap between the passengers' expectation and their perception. The expectation can be divided into desired service and adequate service, and the difference between these two is the tolerant zone of expectation. The present study has two purposes. The first is to propose a model for evaluating service quality based on the zone of tolerance of expectation (ZSQ). The second is to build an analytical framework for prioritizing attributes (NIZSQ, normalized importance-ZSQ analysis) through a quadrant analysis based on ZSQ and normalized importance. This research took the Taipei city bus service as an example. The data were collected by means of questionnaires. Statistical analysis was adopted to test the hypotheses. The result showed that the top two priorities for improvement are those attributes that are relevant to the interaction with the passengers, and the support from operations management.
机译：改善城市公交服务质量是公共交通管理的重要课题。衡量这种改进的一种方法是测量乘客的期望与他们的感知之间的差距。期望可以分为期望的服务和适当的服务，两者之间的差异是期望的容忍区。本研究有两个目的。首先是提出一种基于期望容忍度（ZSQ）的服务质量评估模型。第二个是通过基于ZSQ和归一化重要性的象限分析，建立一个用于对属性（NIZSQ，归一化重要性-ZSQ分析）进行优先级排序的分析框架。这项研究以台北市巴士服务为例。通过问卷调查收集数据。统计分析被用来检验假设。结果表明，改进的前两个优先事项是与乘客互动有关的属性以及运营管理的支持。

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