英文文献翻译
二〇年月日
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A multivariate analysis of the quality of public transport
services
The purpose of this study is to investigate what kind of observable and non-observable factors can influence passenger satisfaction on the quality of public transport services in a local context. Of course, these results can be used by the transport company in order to modify its business strategies and to impr
ove its business performance. Relationships among latent dimensions (such as quality, satisfaction and loyalty) are first defined a sample survey through suitable statistical measuring techniques (Factor Analysis with Categorical Principal Component Analysis). Then, multivariate methods of classification (Segmentation Analysis and Cluster Analysis), are used in order to explore the characteristics of the customers and their quality perception.
1.Purposes of the research
This paper briefly describes an analysis of passenger satisfaction about the public regarding bus service of the town of Bari, with respect to several aspects of the service. The aim of this analysis is to better know the various profiles of the customers and the impact of some possible inefficiencies of the service on their judgements.
The survey covered the whole bus network of Bari, using a questionnaire derived with modifications from a previous one (used in the same context some year ago) with three sections. The Section A analyzes personal information of interviewees (e.g.: age, profession and residence district), raw opinions and characteristics of use of
the service (e.g.: time-band, frequency of use, lines, type of ticket, etc.). The Section B
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concerns judgements on various aspects of the perceived quality of the bus service (e.g. staff courtesy and professionalism, cleanliness and hygiene, safety, comfort, etc.), expressed by the interviewees in a 6-levels Likert Scale (from “very bad” to “excellent”). The Section C contains few questions on the overall satisfaction of the customer (from 1, as min imum, to 10, as maximum), the dynamic of the service’s qual ity in the last year, the modalities of complaints and the possible motives of low use of the bus services.
In order to respect the editorial limits, only the principal results of the analysis are described here.
2.Sampling design and descriptive analysis
Because this survey is a sort of “pilot experiment”, the sampling design was very simple: in the course of two weeks, in random hours along the day, the interviewers walked randomly in each district of the town (randomly assigned to interviewers), submitting the questionnaire to waiting at the bus stops (only one at time, to avoid biasing of next interviewees). In this way, the obtained sample has most of the properties of a simple random sample, stratified by number of users of each district, because the probability to meet users at each bus stop is higher in districts with more bus users. The final sample c
onsists of more than 700 interviewees, aged from 11 to 83 with asymmetrical distribution.
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The following brief notes synthesize a basic profile from the information shown in Tables 1-4.
One third of the total sample is aged from 21 to 25, while just 14% is over 50. However, this result is consistent with the actual distribution of the travelling population in Bari, an town. In about half cases, passengers have the secondary school diploma, are still students and use the service at least once a day, in the early hours of the morning (7-9). The main aim, using bus transports, is obviously to go to school or college (or at work) 1, because the interviewees have an own transport (and this motivation i
s more frequent for women). Mostly, passengers travel with ordinary ticket or monthly subscription. Many users (almost half) never formally complained against the company, but two-thirds of them say they are not satisfied with the transport service; in addition, 70% of the sample says that in the last year the service’s quality was unchanged or worsened. The reason for such dissatisfaction seems to coincide with the reason for the low use of the bus: some unreliability in the arrivals, which affects nearly two- thirds of respondents.
Although it don’t affects the aims o f this research, note that significant gender
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