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

Article


Li, Linbo, Gao, Tianshuang, Yu, Ling and Zhang, Yahua. 2022. "Applying an integrated approach to metro station satisfaction evaluation: A case study in Shanghai, China." International Journal of Transportation Science and Technology. 11 (4), pp. 780-789. https://doi.org/10.1016/j.ijtst.2021.10.004
Article Title

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

Article CategoryArticle
AuthorsLi, Linbo, Gao, Tianshuang, Yu, Ling and Zhang, Yahua
Journal TitleInternational Journal of Transportation Science and Technology
Journal Citation11 (4), pp. 780-789
Number of Pages10
Year2022
PublisherElsevier
Place of PublicationChina
ISSN2046-0430
2046-0449
Digital Object Identifier (DOI)https://doi.org/10.1016/j.ijtst.2021.10.004
Web Address (URL)https://www.sciencedirect.com/science/article/pii/S2046043021000794
Abstract

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.

KeywordsMetro station; Passenger satisfaction; Evaluation index system; Structural equation mixture model; Cloud model
Byline AffiliationsTongji University, China
University of Southern Queensland
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