Evaluation of passenger satisfaction of urban multi-mode public transport

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

doi:10.1371/journal.pone.0241004

Evaluation of passenger satisfaction of urban multi-mode public transport

PLoS One. 2020 Oct 20;15(10):e0241004. doi: 10.1371/journal.pone.0241004. eCollection 2020.

Authors

Xinhuan Zhang¹, Hongjie Liu², Mingming Xu³, Chengyuan Mao¹, Junqing Shi¹, Guolian Meng¹, Jinhong Wu¹

Affiliations

¹ The Institute of Road and Traffic Engineering, Zhejiang Normal University, Jinhua, Zhejiang Province, China.
² School of Electronic and Information Engineering, Xi'an Jiao Tong University, Xi'an, Shanxi Province, China.
³ Ningbo Public Transport Administration Bureau, Ningbo, Zhejiang Province, China.

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.

Publication types

Research Support, Non-U.S. Gov't

MeSH terms

Adolescent
Adult
Aged
China
Cities
Consumer Behavior*
Female
Humans
Male
Middle Aged
Models, Theoretical*
Railroads
Surveys and Questionnaires
Transportation / methods*
Young Adult

Grants and funding

This research was supported by Zhejiang Provincial Natural Science Foundation of China (General program) (Grant NO. LY18G010009 and LY18G030021), Zhejiang Provincial Educational Committee(Grant NO.Y201738488), the Scientific Research Foundation for the Returned Scholars, Ministry of Education of China(Grant NO.ZC304012027). The funders had no role in study design, data collection and analysis, decision to publish, or preparation of the manuscript. Thanks to anonymous reviewers for their very helpful comments and suggestions regarding earlier version of this paper.