摘要
提升乘客轨道交通出行质量、提高城市轨道交通管理水平均有积极的意义。文中首先确定了安全性、方便性、快速性、经济性和舒适性等准则以及二级评价指标,构建了乘客满意度评价体系;之后,根据评价体系设计乘客满意度调查问卷,通过对上海地铁乘客进行问卷调查获取了大量数据。基于乘客的群体特征对收集到的问卷数据进行差异化分析,研究其社会经济属性和出行特征等因素与满意度之间的关系;之后,设计基于结构方程模型-模糊综合评价法的满意度评价方法,通过调研获得的数据对该方法进行了验证;最后,分析发现上海地铁乘客满意度整体上属于中等偏上水平,同时对经济性等得分相对偏低的指标提出了改进途径和措施。
It is of positive significance to improve passengers travel quality of rail transit and the management level of urban rail transit.In this paper,the safety,convenience,rapidity,economy and comfort criteria and secondary evaluation indexes are determined,and the passenger satisfaction evaluation system is constructed.After that,a passenger satisfaction questionnaire was designed according to the evaluation system,and a large number of data were obtained through the questionnaire survey of Shanghai subway passengers.Based on the collected questionnaire data,differentiated analysis is conducted based on the group characteristics of passengers to study the relationship between their socioeconomic attributes,travel characteristics and other factors and satisfaction.Then,a satisfaction evaluation method based on structural equation model-fuzzy comprehensive evaluation method was designed,and the method was verified by the data obtained from the survey.Finally,according to the results of the analysis,the passenger satisfaction of Shanghai subway is above medium level on the whole,and the improvement approaches and measures are put forward for the indexes with relatively low scores such as economy.
作者
刘瀚中
刘志钢
LIU Han-zhong;LIU Zhi-gang(School of Urban Rail Transportation,Shanghai University of Engineering Science,Shanghai 201620,China)
出处
《物流工程与管理》
2023年第3期101-105,96,共6页
Logistics Engineering and Management
基金
国家自然科学基金面上项目“基于行为谱的地铁车站高密度人群疏导设施安全设计”(52072235)
中国博士后科学基金面上资助项目(2021M692413)
上海市轨道交通结构耐久与系统安全重点实验室开放基金资助(R202002)。
关键词
上海地铁
乘客满意度
乘客群体特征
模糊综合评价法
结构方程模型
Shanghai subway
passenger satisfaction
characteristic of passenger group
structural equation model
fuzzy comprehensive evaluation method
