Research on Urban Rail Transit Service Quality Evaluation Based on Passenger Demand

Objective Evaluation of urban rail transit service quality based on passenger demand not only promotes service quality improvement and enhances passenger satisfaction with travel, but also contributes to economic and social benefits of urban rail transit operating enterprises. Method The QFD (quality function deployment) theory is introduced to obtain passenger demand data, which are identified, classified, filtered and refined into evaluation indicators. A quality evaluation index system for urban rail transit service based on passenger demand is constructed. Using AHP (analytic hierarchy process) and entropy weight method to calculate the weight of each indicator combination, and using a cloud model to obtain the comprehensive evaluation results of urban rail transit service quality. The IPA (importance-performance analysis) is introduced to conduct in-depth research on the evaluation results, further exploring the priority of the impact of each evaluation indicator on the overall service quality. Taking the first phase of the Kunming Metro project as an example, based on actual survey data, the final service quality evaluation results of the line are obtained through cloud model and analyzed using IPA. Result & Conclusion The service quality evaluation results of the first phase of Kunming Metro project are relatively satisfactory, consistent with the actual research conclusion of the project, demonstrating the effectiveness of the urban rail transit service quality evaluation method based on passenger demand. After conducting IPA analysis on the evaluation results of this example, specific strategies for improving the service quality of the first phase of Kunming Metro project are proposed: coordinating interchange, increasing the frequency of departure, and timely adjusting ventilation based on weather conditions.