基于AHP-EWM-FCE模型城市公共交通乘客满意度评价

Evaluation of Urban Public Transport Passenger Satisfaction Based on AHP-EWM-FCE Model

科学的城市公共交通乘客满意度评价有助于提升城市渗透力。为提高公共交通乘客满意度评价聚焦度,提升指标赋权的科学性与客观性,结合层次分析法、熵权法、模糊综合评价法各自特点,构建基于AHP-EWM-FCE模型的城市公共交通服务乘客评价体系。分析与测评宁波市5046份常规公交、1682份轨道交通乘客满意度调查问卷,结果显示宁波市城市公共交通乘客满意度为89.85分。案例论证表明,将AHP-EWM-FCE模型应用于城市公共交通领域,客观量化乘客对城市公共交通服务水平的感受,多方面提出改进建议,为宁波市公共交通的乘客满意度提升提供理论依据。

Scientific evaluation of urban public transport passenger satisfaction is helpful to enhance urban penetration.In order to improve the focus of public transport passenger satisfaction evaluation and enhance the scientificity and objectivity of index weighting,constructing an urban public transport service passenger evaluation system based on AHP-EWM-FCE model by combining the characteristics of AHP,entropy weight method and fuzzy comprehensive evaluation method.5046 routine bus and 1682 rail transit questionnaires have been analyzed in Ningbo City,and the comprehensive evaluation of passengers'satisfaction to Ningbo City has been conducted.The evaluation results show that the overall passenger satisfaction of Ningbo is 89.85 points.The case study shows that the application of AHP-EWM-FCE model in the field of urban public transport can objectively quantify passengers'feelings on the service level of urban public transport,and put forward improvement suggestions from various aspects,which provides theoretical basis for improving passenger satisfaction of Ningbo public transport.