Assessing Customer Satisfaction of Urban Rail Transit Network in Tianjin Based on Intuitionistic Fuzzy Group Decision Model

Abstract

Urban rail transit has played an important role in big and crowded cities. Providing services with high levels of customer satisfaction is essential in order to increase the sharing rate of urban rail transit and to reduce traffic congestion by shifting people away from private car use. Therefore, it is of great significance to improve the customer satisfaction of urban rail transit. This paper presents an intuitionistic fuzzy group decision model to evaluate the customer satisfaction of urban rail transit. An evaluation indicator system including seven categories of indicators is established to measure passengers’ satisfaction. The overall customer satisfaction level of the urban rail transit lines is obtained by the intuitionistic fuzzy entropy and intuitionistic fuzzy weighted average (IFWA) operator. The intuitionistic fuzzy entropy is used to solve attribute weights and IFWA operator is used to solve the information aggregation. Drawing on Tianjin urban rail transit lines as a case study, the detailed analyses were conducted to evaluate the overall customer satisfaction level of five urban rail transit lines and as such suggesting remedy strategies. The results can help urban rail transit operation company to improve the service quality of urban rail transit.