Comprehensive service quality evaluation of public transit based on extension cloud model

Abstract

Prioritizing the development of public transit and enhancing its attractiveness is an important way to solve the problem of urban traffic congestion and achieve sustainable development. To improve the service quality and overall opera-tional efficiency of urban public transit, an evaluation index system related to the comprehensive experience of pas-sengers, service supply quality of public transit enterprises, and supervision of management departments was intro-duced from both the demand and the supply of public transit travel services. Based on the data distribution characteris-tics of the boxplot in statistics, the evaluation level and corresponding value range of each index were determined, and the comprehensive weight of the index was determined using the linear weighting method combining the analytic hierarchy process and the entropy weight method, so as to reduce the influence of single weighting method on the evaluation results of comprehensive service quality of public transit. An evaluation method of public transit compre-hensive service quality based on the extension cloud model was established. The evaluation results of the model were obtained by calculating the cloud affiliation and comprehensive certainty, and a reliability factor was used to test the evaluation results, which solved the problem of randomness and fuzziness in the process of comprehensive service quality evaluation of public transportation and made the evaluation results closer to the reality. Finally, the estab-lished comprehensive evaluation model was applied to a city for example analysis, and the corresponding evaluation level was obtained as good. The value of the reliability factor in the model was less than 0.01, indicating that the model has good applicability and a certain application value for the comprehensive service quality evaluation of public transit. The evaluation method fully considered a variety of evaluation indicators, specified the evaluation level of comprehensive service quality of public transit, and the evaluation results provide a theoretical basis for public transport enterprise to make targeted improvement measures.