The current method of evaluating passenger satisfaction primarily adopts the traditional static evaluation mode, which can hardly satisfy the dynamic regulatory requirements of highway passenger transport service quality set by industry management departments. In this paper, we summarize the characteristics of real-time dynamic evaluation under the requirements of hierarchical and classified evaluation and analyze the entire process of the one-time travel service of highway passenger transport. We focus on station waiting and in-vehicle services, extract the elements most concerned by passengers as evaluation indexes, and construct a three-level index system. Subsequently, a multi-indicator comprehensive evaluation method based on the analytic hierarchy process and fuzzy comprehensive evaluation is selected to construct a comprehensive evaluation model. By combining with the development level of electronic ticket purchasing and the requirements of satisfaction evaluation, we propose three data collection methods and compare and analyze their strengths and weaknesses. Finally, based on actual survey data, the effectiveness of the model is verified. The verification results show that the real-time dynamic evaluation index system based on the Internet can better satisfy evaluation requirements.
LUO Jing1 (罗 京), ZHOU Dai1∗ (周 岱), TAN Yunlong2 (谭云龙),
XIA Ganlin3 (夏甘霖), ZHAO Guohua4,5 (赵国华)
. Research on Real-time Dynamic Evaluation of Highway Passenger Service Satisfaction Based on Internet[J]. Journal of Shanghai Jiaotong University(Science), 2023
, 28(1)
: 39
-51
.
DOI: 10.1007/s12204-023-2568-0
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