１问题的提出（１）乘客对服务质量的要求越来越高。随着社会生产力的进步，人们的生活水平在持续上升；人们对出门乘车的服务质量提出了上档次、多样化、便利性等需求。（２）城市的发展对服务质量提出新标准。中国城市化进程加快，很多城市在向现代化、国际化大都市迈进。北 1 raised the issue (1) passenger quality of service requirements are getting higher and higher. With the improvement of social productive forces, people’s living standards continue to rise; people have put forward the requirements of high quality, diversification and convenience on the service quality of traveling outside. (2) Urban development sets new standards in service quality. As China’s urbanization accelerates, many cities are moving toward a modernized and cosmopolitan city. north