Study On The Evaluation Index System And Method For Urban Rail Transit Program Transit Service Quality

Urban rail transit plays the one of the most important roles in urban public traffic system. An individual’s responsiveness to the-levels of urban rail system service quality variables affects her or his travel mode choice for a trip. Therefore, increasing focus on the urban rail service quality by measurement of customer’s satisfaction, in general, will be very useful to improve the levels of urban rail service quality, and will serve as the critical factor for the long-term development.Firstly, this paper estimated the related theories of urban rail transit service quality, and thus established an evaluation index system for urban rail transit service quality from6aspects (efficiency, convenience, comfort, order and security, nattiness and service management), based on the measurement of customer satisfaction, in accordance with the principle of index selection and influencing factor of service quality.Secondly, a questionnaire on the basis of the established evaluation index system, had been designed in the paper, then confirmed the survey schemes, survey methods, and data analysis method, and reach a conclusion of the rank of each index and the value of customer satisfaction.Thirdly, the author induced the evaluation methods with combination of AHP-Entropy and Multi-level Extension during the process of evaluation, and thus estimated the index which needs to improve through the correlation degree between the evaluation index and grade field of evaluation.Ultimately, a case based on the survey data of Beijing urban rail service quality had been given out as the application of the index and methods; this work not only validated the evaluation index system and the evaluation methods, but also presented some suggestions how to improve Beijing urban rail service quality.This paper attaches importance to case study during the process of research, and thus established an evaluation index system for urban rail transit service quality from6new aspects based on the measurement of customer’s satisfaction. We properly analysis and discussed the evaluation of urban rail transit using a new method with combination of AHP-Entropy and Multi-level Extension.