GB/T 36953.1-2018Evaluation method of urban public transportation passenger satisfaction—Part 1: General rules (English PDF)
城市公共交通乘客满意度评价方法 第1部分：总则
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Issued by
SAMR; SAC
Level / Type
National · Recommended
Issue date
December 28, 2018
Implementation date
July 1, 2019
Scope
GB/T 36953.1-2018 is the English-translated version of 城市公共交通乘客满意度评价方法 第1部分：总则.
GB/T 36953.1-2018 is the general part of a three-part national method for evaluating passenger satisfaction with urban public transport; the other parts deal with bus transport and urban rail transit.
It sets the basic requirements for an evaluation and the evaluation workflow, and then covers the scope of the evaluation, the indicators, the rating scales, the evaluation models, data collection, data processing and the publication of results.
It defines passenger satisfaction, passenger satisfaction rate, the structural equation model, the service performance model and the sample, and its informative annexes give examples of sample size selection and of questionnaires based on each of the two models.
It applies to any evaluation of passenger satisfaction with urban public transport. It was issued on 28 December 2018 and has applied since 1 July 2019.
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Document preview — GB/T 36953.1-2018
National Standard of the People's Republic of China
- ICS
- 03.220.20
- Classification
- R 11
Issued by: State Administration for Market Regulation; Standardization Administration of the PRC
Contents
- Foreword
- 1 Scope
- 2 Normative references
- 3 Terms and Definitions
- 4 Basic requirements
- 5 Evaluation Workflow
- 6 Evaluation range
- 7 Evaluation Indicator
- 8 Evaluation Scale
- 9 Evaluation Model
- 10 data collection
- 11 Data Processing
- 12 results released
- Appendix A (informative appendix) sample size selection scheme example
- Appendix B (informative appendix) ×× City Public Transport Passenger Satisfaction Questionnaire (based on structural equation model)
- Appendix C (informative appendix) ×× City Public Transport Passenger Satisfaction Survey Questionnaire (based on service performance model)
- Appendix D (informative) Passenger Satisfaction Model
Foreword
GB/T 36953 "Urban Public Transport Passenger Satisfaction Evaluation Method" is divided into three parts.
--- Part 1. General;
--- Part 2. Public steamer traffic;
--- Part 3. Urban rail transit.
This part is the first part of GB/T 36953.
This part is drafted in accordance with the rules given in GB/T 1.1-2009.
1 Scope
This part of GB/T 36953 stipulates the basic requirements, evaluation workflow and evaluation criteria of urban public transportation passenger satisfaction evaluation.
Enclosure, evaluation indicators, evaluation scales, evaluation models, data collection, data processing, evaluation results release, etc. This section applies to urban public transport passenger satisfaction evaluation.
2 Normative references
The following documents are indispensable for the application of this document. For dated references, only dated versions apply to this document. For undated references, the latest edition (including all amendments) applies to this document.
GB/T 3358.1-2009 Statistical vocabulary and symbols Part 1: General statistical terms and terms used for probability
GB/T 19038-2009 Customer Satisfaction Evaluation Model and Method Guide
GB/T 32852.1-2016 City passenger terminology Part 1: General terms
3 Terms and definitions
GB/T 3358.1-2009, GB/T 19038-2009 and GB/T 32852.1-2016 define the following terms and definitions Used in this document. For ease of use, the following list of GB/T 3358.1-2009, GB/T 19038-2009 and GB/T 32852.1-2016 some terms and definitions.
3.1 Passenger satisfaction
Passenger satisfaction with the quality of passenger services. [GB/T 32852.1-2016, definition 5.4.10]
3.2 Passenger satisfaction rate
Percentage of passengers who are satisfied with the quality of passenger transport services.
3.3 Structural equation model
A multivariate statistical analysis technique for analyzing the relationship between variables based on the covariance matrix of variables. [GB/T 19038-2009, definition 3.3]
3.4 Service performance model
An evaluation method for weighting analysis of each attribute of service quality.
3.5 Sample
A subset of the population consisting of one or more sampling units.
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This preview omits tables, figures, formulas and parts of the technical clauses. The complete document — 15 pages — is available in the English PDF.
Referenced standards
Normative references
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Related Standards
GB/T 19038-2009 — Guide to model and methods of customer satisfaction measurement
GB/T 3358.1-2009 — Statistics -- Vocabulary and symbols -- Part 1: General statistical terms and terms used in probability
GB/T 36953.2-2018 — Evaluation method of urban public transportation passenger satisfaction—Part 2: Bus and trolleybus transit
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GB/T 36953.1-2018
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