Abstract
The scientific evaluation of passenger satisfaction for public transport is helpful to enhance the attraction of public transport. To improve the accuracy of passenger satisfaction evaluation for public transport and the scientificity and objectivity of the index weighting, combining the characteristics of analytic hierarchy process (AHP), entropy weight method (EWM) and fuzzy comprehensive evaluation(FCE) method, the passenger satisfaction evaluation system for Ningbo’s urban public transportation was built. The paper analyzed 5046 questionnaires on conventional bus transit and 1682 questionnaires on rail transit in Ningbo city, Passenger satisfaction for Ningbo city’s public transport was evaluated comprehensively, and the evaluation results showed that the overall passenger satisfaction of the public transport in Ningbo was 91.2 in 2019, The case study shows that the application of the AHP-EWM-FCE model on the multi-mode public transport system can objectively quantify passengers’ feelings about urban public transport service, and thus provide a theoretical basis for the improvement of passenger satisfaction in Ningbo.
Highlights
With the increase of urban population and the expansion of urban space, single-mode public transport can no longer meet the growth of travel demand
Based on the actual data obtained from the questionnaire survey, this paper evaluates the annual urban multi-model public transport service in Ningbo city and puts forward corresponding countermeasures and suggestions according to the problems shown in the evaluation results
Based on the analysis of 5046 valid questionnaires of conventional bus transit and 1682 valid questionnaires of rail transit, according to the weight of each index, the passenger satisfaction of multi-mode public transport service in Ningbo city is calculated to be 89.27, which includes the satisfaction of conventional bus transit at 88.32 and the rail transit at 92.10
Summary
With the increase of urban population and the expansion of urban space, single-mode public transport can no longer meet the growth of travel demand. Evaluation of passenger satisfaction of urban multi-mode public transport to anonymous reviewers for their very helpful comments and suggestions regarding earlier version of this paper. It is more practical to use AHP- EWM(entropy weight method)-FCE model to evaluate passenger satisfaction. Taking the multi-mode public transport in Ningbo as an example, the characteristics of the analytic hierarchy process(AHP), EWM(entropy weight method) and fuzzy comprehensive evaluation(FCE) methods was combined to build a passenger satisfaction evaluation system for urban public transportation. The application of the AHP-EWM-FCE model in the field of public transport can improve the scientificity and objectivity of index weighting, objectively quantify the passengers’ feelings towards the city’s public transport service, and help to propose improvement suggestions from the aspects of public transport operators and managers in the future, to provide the theoretical basis for the improvement of passenger satisfaction
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