Passengers´ perception based public transportation service quality evaluating methodology

Public transportation system make a good sense to reduce the emission of Carbon Dioxide, and this study proposes a revised SERVQUAL-based method to evaluate urban bus service quality from passengers´ point of view, which aimed to increase the ridership share by increasing the quality of this service. Two representative bus routes, Bei´an and Line 119, selected from Shanghai and Chengdu respectively are investigated. Data used to reflect passengers´ expectation of public transportation service and their real perception are collected via questionnaire. The results show that waiting time and vehicle capacity are two major characteristics that passengers are most concerned and sensitive to, and passengers of Bei´an Line suffer more from ticket fare while what plagues their counterparts of Line 119 is the inconvenience of transfer with other public transport service systems.