城市公交是城市交通的重要组成部分,也是城市发展的重要基础设施,服务质量的好坏直接影响着城市窗口形象和百姓出行的幸福感指数,因此,加大旧车改造更新力度、提升服务质量管理、提高市民出行率、杜绝有责投诉的发生,制定和采取行之有效方法措施,不断提升服务质量,才能在激烈的市场竞争中站住脚跟。一、服务是企业发展的重心在计划经济时期,公交车辆相对落后,制度也不健全,百姓的维权意识、驾乘人员的服务意识也不强,大锅饭思想始终统领 Urban public transportation is an important part of urban transportation and also an important infrastructure for urban development. The quality of service directly affects the image of the city window and the sense of well-being of people traveling. Therefore, it is necessary to increase the renewal of old vehicles and upgrade the quality of service Management, improve citizen travel, eliminate responsible complaints, formulate and adopt effective methods and measures to continuously improve the quality of service in order to gain a foothold in the fierce market competition. First, the service is the focus of business development In the planned economy period, the relatively backward buses, the system is not perfect, people’s awareness of rights protection, driving staff awareness of service is not strong, big pot thinking always command