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Applying an integrated approach to metro station satisfaction evaluation: a case study in Shanghai, China

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dc.contributor.authorLi, L.
dc.contributor.authorGao, T.
dc.contributor.authorYu, L.
dc.contributor.authorZhang, Y.
dc.date.issued2021
dc.description.abstractImproving 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.
dc.identifier.citationInternational Journal of Transportation Science and Technology, 2021; 11(4):1-10
dc.identifier.doi10.1016/j.ijtst.2021.10.004
dc.identifier.issn2046-0430
dc.identifier.urihttps://hdl.handle.net/11541.2/33052
dc.language.isoen
dc.publisherElsevier
dc.relation.fundingNational Office for Philosophy and Social Sciences 20BGL291
dc.rightsCopyright 2022 Tongji University and Tongji University Press. (http://creativecommons.org/licenses/by-nc-nd/4.0/) Access Condition Notes: This is an open access article under the CC BY-NC-ND license.
dc.source.urihttps://doi.org/10.1016/j.ijtst.2021.10.004
dc.subjectcloud model
dc.subjectevaluation index system
dc.subjectmetro station
dc.subjectpassenger satisfaction
dc.subjectstructural equation mixture model
dc.titleApplying an integrated approach to metro station satisfaction evaluation: a case study in Shanghai, China
dc.typeJournal article
pubs.publication-statusPublished
ror.fileinfo12259469020001831 13259469010001831 1-s2.0-S2046043021000794-main (1)
ror.mmsid9916721926501831

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