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Evaluation of passenger satisfaction of urban multi-mode public transport

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  • Xinhuan Zhang
  • Hongjie Liu
  • Mingming Xu
  • Chengyuan Mao
  • Junqing Shi
  • Guolian Meng
  • Jinhong Wu

Abstract

The scientific evaluation of passenger satisfaction for public transport is helpful to enhance the attraction of public transport. To improve the accuracy of passenger satisfaction evaluation for public transport and the scientificity and objectivity of the index weighting, combining the characteristics of analytic hierarchy process (AHP), entropy weight method (EWM) and fuzzy comprehensive evaluation(FCE) method, the passenger satisfaction evaluation system for Ningbo’s urban public transportation was built. The paper analyzed 5046 questionnaires on conventional bus transit and 1682 questionnaires on rail transit in Ningbo city, Passenger satisfaction for Ningbo city’s public transport was evaluated comprehensively, and the evaluation results showed that the overall passenger satisfaction of the public transport in Ningbo was 91.2 in 2019, The case study shows that the application of the AHP-EWM-FCE model on the multi-mode public transport system can objectively quantify passengers’ feelings about urban public transport service, and thus provide a theoretical basis for the improvement of passenger satisfaction in Ningbo.

Suggested Citation

  • Xinhuan Zhang & Hongjie Liu & Mingming Xu & Chengyuan Mao & Junqing Shi & Guolian Meng & Jinhong Wu, 2020. "Evaluation of passenger satisfaction of urban multi-mode public transport," PLOS ONE, Public Library of Science, vol. 15(10), pages 1-21, October.
    • Handle: RePEc:plo:pone00:0241004
    DOI: 10.1371/journal.pone.0241004
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    References listed on IDEAS

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    1. Fiorio, Carlo V. & Florio, Massimo & Perucca, Giovanni, 2013. "User satisfaction and the organization of local public transport: Evidence from European cities," Transport Policy, Elsevier, vol. 29(C), pages 209-218.
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