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摘要: 为了提高城市公共交通系统的服务水平, 分析了公共交通服务的特殊性以及乘客满意度评价的主观心理特性, 建立了公共交通服务水平乘客满意度评价指标体系。应用层次分析法和标度法, 分析了乘客满意度评价指标的层次性和综合性特征, 提出了基于模糊综合评价法的满意度评价模型, 并对咸阳市公交乘客满意度进行了综合评价。评价结果表明: 通过模型得到的咸阳市公交乘客满意度值为6.16, 与通过实际调查得到的7.55近似, 处于较满意和非常满意之间, 因此, 模型的计算结果可准确直观地反映乘客的主观感受, 评价模型合理有效。Abstract: In order to improve the service level of urban public transit system, the specificity of public transit service and the subjective psychological characteristic of passenger satisfaction degree evaluation were analyzed, and the evaluation index system was established.The gradations and comprehensive characteristics of the evaluation indexes were studied by using analytic hierarchy process (AHP) and scale method, and a satisfaction degree evaluation model was proposed based on fuzzy comprehensive evaluation method.The public transit satisfaction degree in Xianyang was evaluated comprehensively.Evaluation result indicates that the satisfaction degree obtained by the evaluation model is 6.16, and is approximate with 7.55 got by field survey, which is at the level between more and most satisfaction.Computation result reflects the subjective attitudes of passengers accurately and visually, so the evaluation model is rational and effective.
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表 1 各指标关系
Table 1. Relation among different indexes
指标 1 2 n 1 b11 b12 b1n 2 b21 b22 b2n n bn1 bn2 bnn 
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表 2 平均随机一致性指标
Table 2. Average random consistency index
n 2 3 4 5 6 7 8 9 10 11 12 13 R 0.00 0.52 0.89 1.12 1.26 1.36 1.41 1.46 1.49 1.52 1.54 1.56
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表 3 满意度指标关系比较
Table 3. Comparison among different satisfaction degree indexes
指标 1 2 3 4 5 6 7 8 9 10 11 12 1 1.000 0.897 0.986 0.797 1.001 1.064 1.133 1.266 1.056 1.001 0.984 0.976 2 1.115 1.000 1.100 0.889 1.116 1.187 1.263 1.412 1.178 1.116 1.097 1.088 3 1.014 0.909 1.000 0.808 1.015 1.079 1.148 1.284 1.071 1.015 0.997 0.989 4 1.255 1.125 1.237 1.000 1.256 1.335 1.421 1.588 1.325 1.256 1.234 1.224 5 0.999 0.896 0.985 0.796 1.000 1.063 1.132 1.265 1.055 1.000 0.983 0.975 6 0.940 0.843 0.927 0.749 0.940 1.000 1.064 1.189 0.992 0.940 0.924 0.917 7 0.883 0.792 0.871 0.704 0.884 0.940 1.000 1.118 0.932 0.884 0.868 0.861 8 0.790 0.708 0.779 0.630 0.791 0.841 0.895 1.000 0.834 0.791 0.777 0.771 9 0.947 0.849 0.934 0.755 0.948 1.008 1.073 1.199 1.000 0.948 0.931 0.924 10 0.999 0.896 0.985 0.796 1.000 1.063 1.132 1.265 1.055 1.000 0.983 0.975 11 1.017 0.912 1.003 0.810 1.018 1.082 1.152 1.287 1.074 1.018 1.000 0.992 12 1.025 0.919 1.011 0.817 1.026 1.091 1.161 1.298 1.082 1.026 1.008 1.000 ∑ 11.984 10.746 11.818 9.551 11.995 12.753 13.574 15.171 12.654 11.990 11.786 11.692
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表 4 指标评价结果
Table 4. Evaluation result of each index
指标 1 2 3 4 5 6 7 8 9 10 11 12 评价结果分值 5.90 5.70 6.05 6.59 6.11 6.18 5.15 5.62 6.15 6.52 6.62 7.03
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表 5 指标评价权重
Table 5. Evaluation weight of each index
指标评价 非常满意 满意 一般 较不满意 很不满意 总计 人数 14 99 48 2 0 163 百分比/% 8.58 60.74 29.45 1.23 0.00 100.00
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