基于直觉模糊熵法的城市轨道交通乘客满意度评价研究

Research on Evaluation of Urban Rail Transit Passenger Satisfaction Based on Intuitionistic Fuzzy Entropy

为客观合理评价城市轨道交通乘客满意度与感知度,从安全性、时间性、便捷性、经济性、舒适性与服务性等6个维度构建了城市轨道交通乘客满意度评价系统。以留置问卷调查法和网上调查法为手段,进行了3次城市轨道交通乘客满意度测评问卷调查。利用直觉模糊集三维表示形式刻画测评语言属性信息,描述了乘客决策过程中的满意度、抱怨度、犹豫度等心理特征;采用直觉模糊熵为决策指标赋权;通过计算模型修正得分函数与精确函数,实现了城市轨道交通乘客的综合满意度和指标满意度的评价结果排序。郑州轨道交通1号线实证研究表明:该方法充分考虑了犹豫信息对测评决策的影响,评价结果可信、合理。

In order to evaluate the urban rail transit passenger satisfaction and perception objectively and reasonably,the evaluation system is constructed from six dimensions of safety,timeliness,convenience,economy,comfort and service.Us-ing retention questionnaire and network survey method,the urban rail transit passenger satisfaction questionnaire survey is carried out 3 times.Using intuitionistic fuzzy set three-dimensional presentation to depict the attribute information of evaluation language,psychological characteristics of satisfaction,complaint,and hesitation in the process of passenger decision-making are described.Furthermore,the index weight can be solved by intuitionistic fuzzy entropy,and the score function and exact function is obtained from calculation model rectification,and the evaluation results ranking of urban rail transit passenger comprehensive satisfaction degree and index satisfaction degree is realized.The practical experience of Zhengzhou Rail Transit Line 1 has proven that the method has fully considered the influence of hesitation information on evaluation decision-making,and the result is credible and reasonable.