基于云模型的城市轨道交通乘客满意度评价

Evaluation Approach of Passenger Satisfaction for Urban Rail Transit Based on Cloud Model

摘要:

为了直观细致了解乘客在乘坐轨道交通时的体验感受，从乘客感知角度构建了满意度评价指标体系，采用CRITIC（criteria importance through intercriteria correlation）法来实现指标的客观赋权，并用基于云模型的基本算法生成评价云和结果云，通过云的数字特征和云图的比较直观展现评价结果.以上海市轨道交通2号线的乘客满意度评价为例，验证了评价方法的有效性和合理性，同时该评价结果除了反映乘客的满意程度，也提供了对乘客认知差异和共识度的衡量，使得其具备了更大的使用价值.

Abstract:

In order to provide an intuitive understanding of passengers' experience in urban rail transit, a perceptible and identifiable index system of passenger satisfaction evaluation was established from the perspective of passengers, and the Criteria Importance Through Intercriteria Correlation (CRITIC) method was adopted to achieve objective index weighting. The primary algorithms of cloud model theory were used to generate the evaluation cloud and the result cloud, which can more intuitively represent the evaluation results by the digital features of clouds and comparison of cloud figures. Finally, the passenger satisfaction evaluation of Shanghai Metro Line 2 was taken as an example to verify the validity and rationality of the evaluation approach, while the comprehensive evaluation result not only reflected the degree of passenger satisfaction, but also provided a measure of the difference in passenger perception and degree of consensus, making it more valuable to use.