Open AccessEvaluation of passenger satisfaction of urban multi-mode public transport
Author(s) -
Xinhuan Zhang,
Hongjie Liu,
XU Ming-ming,
Chengyuan Mao,
Junren Shi,
Guolian Meng,
Jinhong Wu
Publication year - 2020
Publication title -
plos one
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.99
H-Index - 332
ISSN - 1932-6203
DOI - 10.1371/journal.pone.0241004
Subject(s) - public transport , analytic hierarchy process , transport engineering , passenger transport , customer satisfaction , weighting , business , computer science , environmental economics , operations research , engineering , marketing , economics , medicine , radiology
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.