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Applying an integrated approach to metro station satisfaction evaluation: A case study in Shanghai, China
- Source :
- International Journal of Transportation Science and Technology. 11:780-789
- Publication Year :
- 2022
- Publisher :
- Elsevier BV, 2022.
-
Abstract
- usc Refereed/Peer-reviewed Improving the service level of metro station is the key to attracting passengers to achieve sustainable development. The satisfaction evaluation approach from the passenger's point of view can intuitively and meticulously reflect the passenger's experience when taking the metro and provide a basis for improving the service. Therefore, this paper proposes an integrated approach for a metro station satisfaction evaluation based on passenger perception. In this approach, the evaluation index system is first dynamically screened and established. Then, the structural equation mixture model (SEMM) is adopted to determine the index weight based on the customer satisfaction index model and the benchmark. The result clouds are generated by the basic algorithm of the cloud model. Finally, the targeted improvement suggestions are proposed based on the evaluation results. Taking the Shanghai Metro People's Square Station as a case, the evaluation approach was verified, which reflected the effectiveness and rationality of the approach. As the results show, this approach can not only obtain the desired level of passenger satisfaction, but also reflect the differences and consensus of passengers' perception, making it practically useful and valuable.
- Subjects :
- passenger satisfaction
Service (systems architecture)
Index (economics)
cloud model
evaluation index system
Operations research
business.industry
Computer science
Quality of service
ComputerApplications_COMPUTERSINOTHERSYSTEMS
Transportation
Cloud computing
Management, Monitoring, Policy and Law
Structural equation modeling
metro station
Service level
Benchmark (surveying)
Automotive Engineering
Customer satisfaction
structural equation mixture model
business
Civil and Structural Engineering
Subjects
Details
- ISSN :
- 20460430
- Volume :
- 11
- Database :
- OpenAIRE
- Journal :
- International Journal of Transportation Science and Technology
- Accession number :
- edsair.doi.dedup.....a94d777803e49d0a3a3db3d8c486f2ee