GB/T 36953.2-2018Evaluation method of urban public transportation passenger satisfaction—Part 2: Bus and trolleybus transit (English PDF)
城市公共交通乘客满意度评价方法 第2部分：公共汽电车交通
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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 36953.2-2018 is the English-translated version of 城市公共交通乘客满意度评价方法 第2部分：公共汽电车交通.
GB/T 36953.2-2018 is Part 2 of the Chinese method for evaluating urban public transport passenger satisfaction, and deals with bus and trolleybus transit.
It covers the evaluation workflow, which follows Part 1 (GB/T 36953.1-2018), the scope and period of an evaluation, the evaluation indicators and scale, the evaluation model, data collection and data processing, and how the evaluation report is prepared and released.
It defines passenger satisfaction and the passenger satisfaction rate for bus and trolleybus services, and allows either an overall evaluation of the service or a special evaluation of a single link or type of service.
Informative annexes give an example questionnaire and methods for testing reliability and validity. It was issued on 28 December 2018 and has applied since 1 July 2019.
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Document preview — GB/T 36953.2-2018
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 Evaluation Workflow
- 5 Evaluation scope and evaluation period
- 6 Evaluation Indicator
- 7 Evaluation Scale
- 8 Evaluation Model
- 9 data collection
- 10 Data Processing
- 11 Evaluation report preparation and release
- Appendix A (informative appendix) Example of public passenger car traffic passenger satisfaction questionnaire
- Appendix B (informative) Reliability and validity test method
- Reference
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 second 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 specifies the evaluation workflow, evaluation scope and evaluation of public passenger car passenger satisfaction evaluation.
Cycles, evaluation indicators, evaluation scales, evaluation models, data collection, data processing, evaluation report writing and release. This section applies to public passenger car 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 19038 Customer Satisfaction Evaluation Model and Method Guide
GB/T 36953.1-2018 Urban public transport passenger satisfaction evaluation method - Part 1: General
3 Terms and definitions
The following terms and definitions as defined in GB/T 36953.1-2018 apply to this document.
3.1 Bus and trolleybus transit
Public transportation by bus and trolleybus. [GB/T 32852.1-2016, definition 2.2.1.1]
3.2 Satisfaction level of passenger
Passengers' satisfaction with the quality of public steam transport services.
3.3 Satisfaction rate of passenger
Satisfaction with the quality of service for public steamer traffic is the percentage of passengers above average (excluding general).
4 Evaluation workflow
The evaluation workflow should meet the requirements of GB/T 36953.1-2018.
5 Evaluation scope and evaluation period
5.1 Evaluation scope
The evaluation of public passenger car passenger satisfaction can make a comprehensive evaluation of the public steam car service as a whole, and can also be used for public steam car service.
Special evaluation of a certain link or a certain type of service project.
......
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
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Related Standards
GB/T 19038-2009 — Guide to model and methods of customer satisfaction measurement
GB/T 36953.1-2018 — Evaluation method of urban public transportation passenger satisfaction—Part 1: General rules
GB/T 36953.3-2018 — Evaluation method of urban public transportation passenger satisfaction—Part3: Urban rail transit
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GB/T 36953.2-2018
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