GB/T 36953.3-2018Evaluation method of urban public transportation passenger satisfaction—Part3: Urban rail transit (English PDF)
城市公共交通乘客满意度评价方法 第3部分：城市轨道交通
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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 36953.3-2018 is the English-translated version of 城市公共交通乘客满意度评价方法 第3部分：城市轨道交通.
GB/T 36953.3-2018 is Part 3 of the Chinese method for evaluating passenger satisfaction with urban public transport, and deals with urban rail transit.
It sets out the evaluation workflow, the scope and period of an evaluation, the evaluation indicators, scales and models, data collection and processing, and how the evaluation report is prepared and released.
Its informative annexes cover the service performance model, the structural equation model, sample size, a sample passenger questionnaire, reliability and validity testing, and an importance-satisfaction strategic matrix.
It builds on GB/T 36953.1 and GB/T 19038-2009 and is meant for metro operators and the organisations that carry out satisfaction surveys. It was issued on 28 December 2018 and has applied since 1 July 2019.
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Document preview — GB/T 36953.3-2018
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 range and 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) Application of the empowerment method of the service performance model
- Appendix B (informative) Structural Equation Model Application
- Appendix C (informative appendix) Sample size
- Appendix D (informative appendix) Example of Urban Rail Transit Passenger Satisfaction Survey Questionnaire
- Appendix E (informative) Reliability and validity test method
- Appendix F (informative appendix) Strategic Matrix Analysis of Urban Rail Transit Passenger Satisfaction Importance
Foreword
GB/T 36953 "Urban Public Transport Passenger Satisfaction Evaluation Method" consists of the following three parts.
--- Part 1. General;
--- Part 2. Public steamer traffic;
--- Part 3. Urban rail transit.
This part is the third 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 urban rail transit passenger satisfaction evaluation method, including. evaluation workflow, evaluation scope And cycles, evaluation indicators, evaluation scales, evaluation models, data collection, data processing, evaluation report writing and release. This section applies to urban rail transit 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 19038-2009 Customer Satisfaction Evaluation Model and Method Guide
GB/T 36953.1 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 apply to this document.
3.1 Evaluation organization
Individuals or groups that assume responsibility for passenger satisfaction evaluation.
3.2 Operating unit
An enterprise that operates urban rail transit operations. [GB/T 30012-2013, definition 3.2]
3.3 Passenger satisfaction
During the statistical period, urban public transport passengers experienced the experience of public transport services, safety and reliability, convenience and comfort. The degree of intention. [GB/T 35654-2017, definition 5.7.1]
3.4 Service performance model
Considering the importance of each attribute of the service quality, the actual perceived quality of service of each attribute is weighted, and the passengers formed are full. Evaluation model.
3.5 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]
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This preview omits tables, figures, formulas and parts of the technical clauses. The complete document — 24 pages — is available in the English PDF.
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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 36953.2-2018 — Evaluation method of urban public transportation passenger satisfaction—Part 2: Bus and trolleybus transit
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GB/T 36953.3-2018
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