Abstract: In order to improve the quality of urban public transportation service around colleges, this paper conducted a quality satisfaction survey on students of a college of Chuzhou city, and 341 valid questionnaires are returned. A structural equation model considering the overall satisfaction of public transportation service quality, expected value of service quality, perceived value of service quality and passenger loyalty is established to measure passengers' actual feelings about public transportation service quality with five dimensions of safety, reliability, convenience, comfort and economy.The results show that the overall satisfaction of public transportation service quality has a significant positive impact on passenger loyalty, and comfort has the greatest impact on the perception of service quality. Based on the results, it is suggested that operators should focus on improving the driving stationary, the stability of public transportation waiting time and public transportation headway in operational management.

Key words: Public transportation service quality; Structural equation model; Satisfaction survey; College students

摘要： 为改善高校周边的城市公交服务质量，文章以滁州市某高校在校学生为调查对象，开 展了公交服务质量满意度调查，收回有效调查问卷 341 份。建立了考虑公交服务质量总体满 意度、服务质量期望值、服务质量感知值、乘客忠诚度等方面的结构方程模型，用安全、可 靠、便捷、舒适、经济五个维度衡量乘客对于公交服务质量的实际感受。研究结果表明，服 务质量总体满意度对于乘客忠诚度有显著的正向影响关系，舒适是对服务质量感知影响最大 的因素。基于研究结果，建议公交运营单位在对驾驶员的培训和考核中注重提升车辆行驶平 稳度，在运营管理中注重优化公交候车时间、车辆运行间隔。

关键词: 公交服务质量；结构方程模型；满意度调查；高校学生