01697878

Component

To provide an intuitive understanding of passengers' experience in urban rail transit, as well as their psychological demands and expectations for operational services, an evaluation approach of passenger satisfaction for urban rail transit based on CRITIC method and cloud model was proposed in this paper. Firstly, a perceptible and identifiable index system of passenger satisfaction evaluation was established from the perspective of passengers, and the CRITIC method was adopted to achieve an objective index weighting. Then, the primary algorithms of cloud model theory were used to generate the benchmark clouds and the normal cloud of evaluation result, which can more intuitively represent the evaluation results by the digital features of clouds and comparison of cloud figures. Finally, the passenger satisfaction evaluation of Shanghai Metro Line 2 was taken as an example to verify the validity and rationality of the evaluation approach, while the comprehensive evaluation result not only reflects the degree of passenger satisfaction, but also provides a measure of the difference in passenger perception and consensus, making it more valuable to use.

This paper was sponsored by TRB committee AP015 Standing Committee on Transit Capacity and Quality of Service.

19-04487

English

6p

2019

Transportation Research Board 98th Annual Meeting

Digital/other

Figures; References; Tables

Customer satisfaction; Multiple criteria decision making; Rail transit; Transit riders; Urban transit

Shanghai Metro

Shanghai (China)

Planning and Forecasting; Public Transportation

Transportation Research Board Annual Meeting 2019 Paper #19-04487

TRIS, TRB, ATRI

Dec 7 2018 9:40AM