基于乘客满意度混合权重城市轨道交通服务质量评价

Evaluation of Urban Rail Transit Service Quality Based on Passenger Satisfaction and Hybrid Weight

城市轨道交通具有安全、舒适、便捷、高效等特点,是解决城市交通拥堵最有效的途径之一。城市轨道交通服务质量的准确评价是实现服务质量提升和改进的前提和依据。提出一种基于乘客满意度混合权重城市轨道交通服务质量评价体系,该评价体系以乘客满意度为核心,把指标的重要性与服务可提升度融合形成混合权重对轨道交通服务进行综合评价。该评价方法同时兼顾指标的重要性和服务可提升度,得到的评价结果对轨道交通的服务质量提升具有重要的指导意义。将该评价体系应用于杭州地铁4号线服务质量评价,取得了预期效果。

With safety,comfort,convenience,efficiency and so on,urban rail transit is becoming an effective public transport to solve traffic jam.It is necessary to build an accurate evaluation system of urban rail transit in order to improve the service quality.A novel evaluation system of urban rail transit adopting passenger satisfaction and hybrid weight that combines importance degree with improvement of service index is proposed in this work.The proposed evaluation system considers importance and improvement of each evaluation index and the evaluation result is helpful for promoting service quality of urban rail transit.The evaluation system was applied to Hangzhou Metro Line 4 and the expected results were achieved.