GB/T 36953.3-2018 English PDF

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GB/T 36953.3-2018: Evaluation method of urban public transportation passenger satisfaction -- Part 3: Urban rail transit
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Similar standards

GB/T 41920   GB/T 22485   GB/T 39597   GB/T 45696   GB/T 22484   GB/T 36953.1   

Basic data

Standard ID: GB/T 36953.3-2018 (GB/T36953.3-2018)
Description (Translated English): Evaluation method of urban public transportation passenger satisfaction -- Part 3: Urban rail transit
Sector / Industry: National Standard (Recommended)
Classification of Chinese Standard: R11
Classification of International Standard: 03.220.20
Word Count Estimation: 30,359
Date of Issue: 2018-12-28
Date of Implementation: 2019-07-01
Issuing agency(ies): State Administration for Market Regulation, China National Standardization Administration

GB/T 36953.3-2018: Evaluation method of urban public transportation passenger satisfaction -- Part 3: Urban rail transit

---This is a DRAFT version for illustration, not a final translation. Full copy of true-PDF in English version (including equations, symbols, images, flow-chart, tables, and figures etc.) will be manually/carefully translated upon your order.
Evaluation method of urban public transportation passenger satisfaction--Part 3. Urban rail transit ICS 03.220.20 R11 National Standards of People's Republic of China Urban public transportation passenger satisfaction evaluation method Part 3. Urban Rail Transit Part 3. Urbanrailtransit Published on.2018-12-28 2019-07-01 implementation State market supervision and administration China National Standardization Administration issued

Content

Foreword III 1 Scope 1 2 Normative references 1 3 Terms and Definitions 1 4 Evaluation Workflow 2 5 Evaluation range and period 3 6 Evaluation Indicator 3 7 Evaluation Scale 5 8 Evaluation Model 5 9 data collection 6 10 Data Processing 7 11 Evaluation report preparation and release 7 Appendix A (informative appendix) Application of the empowerment method of the service performance model 9 Appendix B (informative) Structural Equation Model Application 13 Appendix C (informative appendix) Sample size 17 Appendix D (informative appendix) Example of Urban Rail Transit Passenger Satisfaction Survey Questionnaire 19 Appendix E (informative) Reliability and validity test method 22 Appendix F (informative appendix) Strategic Matrix Analysis of Urban Rail Transit Passenger Satisfaction Importance 23

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. This part is proposed by the Ministry of Transport of the People's Republic of China. This part is under the jurisdiction of the National Urban Passenger Transport Standardization Technical Committee (SAC/TC529). This section drafted by. Shanghai Shentong Metro Group Co., Ltd., Tongji University, Shanghai Urban and Rural Construction and Transportation Development Research Institute, Shanghai City Quality Association User Evaluation Center, Ministry of Transport Science Research Institute, Chang'an University, Wuhan University of Technology, Beijing Subway Operation Co., Ltd., North Jingjinggang Metro Co., Ltd., Beijing Transportation Development Research Center, China National Institute of Standardization, Shanghai University of Engineering and Technology, Suzhou Rail Transit Group Co., Ltd., Tianjin Rail Transit Group Co., Ltd., Xi'an Underground Railway Co., Ltd., Chongqing Rail Transit (Group) Limited company, Guangzhou Metro Group Co., Ltd., Shenzhen Metro Group Co., Ltd., Zhengzhou Rail Transit Co., Ltd. The main drafters of this section. Shao Weizhong, Wu Min, Li Jianlin, Teng Jing, Xu Jianfang, Chen Yueqin, Ge Wangqi, Cai Junxiang, Ding Wenxing, Liu Zhigang, Yang Yuanzhou, An Jing, Huang Yue, Zhu Shunying, Wang Yuanqing, Cai Shunli, Zhao Hui, Gu Sufei, Wang Jifang, Song Weinan, Gao Chang. Urban public transportation passenger satisfaction evaluation method Part 3. Urban Rail Transit

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 article. Pieces. 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 evaluationorganization Individuals or groups that assume responsibility for passenger satisfaction evaluation. 3.2 Operating unit operation An enterprise that operates urban rail transit operations. [GB/T 30012-2013, definition 3.2] 3.3 Passenger satisfaction satisfactionlevelofpassenger 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 serviceperformancemodel 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 structuralequationmodel 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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