Comprehensive service quality evaluation of public transit based on extension cloud model

Xinghua Hu; Xinghui Chen; Jiahao Zhao; Kun Yu; Bing Long; Gao Dai

doi:10.5604/01.3001.0015.8198

Authors

Xinghua Hu School of Traffic &Transportation, Chongqing Jiaotong University, Chongqing Author https://orcid.org/0000-0002-5593-8894
Xinghui Chen School of Traffic &Transportation, Chongqing Jiaotong University, Chongqing Author https://orcid.org/0000-0003-0502-7512
Jiahao Zhao School of Traffic &Transportation, Chongqing Jiaotong University, Chongqing Author https://orcid.org/0000-0001-8407-7045
Kun Yu China Railway Changjiang Transport Design Group Co., Ltd., Chongqing Author https://orcid.org/0000-0002-6178-7869
Bing Long Chongqing Transport Planning Institute, Chongqing Author https://orcid.org/0000-0002-5838-0240
Gao Dai Chongqing YouLiang Science & Technology Co., Ltd., Chongqing Author https://orcid.org/0000-0002-7844-6665

DOI:

https://doi.org/10.5604/01.3001.0015.8198

Keywords:

traffic engineering, public transit, urban traffic congestion, service quality, optimization, sustainable development

Abstract

Prioritizing the development of public transit and enhancing its attractiveness is an important way to solve the problem of urban traffic congestion and achieve sustainable development. To improve the service quality and overall operational efficiency of urban public transit, an evaluation index system related to the comprehensive experience of passengers, service supply quality of public transit enterprises, and supervision of management departments was introduced from both the demand and the supply of public transit travel services. Based on the data distribution characteristics of the boxplot in statistics, the evaluation level and corresponding value range of each index were determined, and the comprehensive weight of the index was determined using the linear weighting method combining the analytic hierarchy process and the entropy weight method, so as to reduce the influence of single weighting method on the evaluation results of comprehensive service quality of public transit. An evaluation method of public transit comprehensive service quality based on the extension cloud model was established. The evaluation results of the model were obtained by calculating the cloud affiliation and comprehensive certainty, and a reliability factor was used to test the evaluation results, which solved the problem of randomness and fuzziness in the process of comprehensive service quality evaluation of public transportation and made the evaluation results closer to the reality. Finally, the established comprehensive evaluation model was applied to a city for example analysis, and the corresponding evaluation level was obtained as good. The value of the reliability factor in the model was less than 0.01, indicating that the model has good applicability and a certain application value for the comprehensive service quality evaluation of public transit. The evaluation method fully considered a variety of evaluation indicators, specified the evaluation level of comprehensive service quality of public transit, and the evaluation results provide a theoretical basis for public transport enterprise to make targeted improvement measures.

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