ABSTRACT
The quality of bus service is the most direct standard to measure the quality of bus passengers. Taking public transportation as the research object, based on the improved SERVQUAL gap model, a public transportation service quality evaluation system with 7 dimensions and 20 indicators was constructed. AHP was used to determine the weight of each index, and a fuzzy comprehensive evaluation model combined with the SERVQUAL gap model was used to evaluate the quality of public transportation services. Empirical research is conducted through a questionnaire survey, showing that the overall perceived value of urban bus service quality is −1.2579. The dimension of the difference between expectation and reality of bus service quality is comfort, the gap is a more prominent inconvenience, and the difference between expectation and reality is assurance. The scientific and practical research method can provide a reference for improving the urban bus service quality.
