![](bg4.png)
Table 2: Relational degrees in Beijing public transport
evaluation system.
Relational
degree
Ve r y
good
Good Medium Poor
Very
poor
Grade
Efficiency -0.4276 0.021 -0.159 -0.313 -0.571 Good
Convenience -0.435 -0.108 0.128 -0.294 -0.509 Medium
Comfort -0.489 -0.247 0.163 -0.105 -0.448 Medium
Service
quality
-0.396 0.050 -0.011 -0.414 -0.582 Good
Synthetically
relational
degree
-0.449 -0.119 0.046 -0.242 -0.511 Medium
∑
=
=
n
j
j
j
j
w
1
δ
(2)
Where
j
x
is the mean value of jth index,
j
D
is
the standard deviation of the jth index,
j
is the
coefficient of variation and
j
w
is the weight of the
jth index.
Weights calculated by means of coefficient of
variation method are presented in Table 1 (see
column ‘weights of indices’).
5.3 Evaluation of Public Transport
users Satisfaction Level
Mean value of the satisfaction degree obtained by
the survey is taken as the value of corresponding
index. Public transport user satisfaction degree can
be described as five grades, ‘very good’ (the value
range is 8-9), ‘good’ (6-8), ‘medium’ (4-6), ‘poor’
(2-4) and ‘very poor’ (1-2). According to the model
built in part 2, matter-element of evaluation object,
matter-element of classic domain and matter-element
of section domain can be defined and relational
degree between the indices and five grades can be
calculated. Synthetically relational degree between
public transport user satisfaction and five grades is
obtained by weight sum. According to the definition
of relational degree, the grade of public transport
user satisfaction is given by
)(
,...2,1
max x
j
L
nj
j
k
=
=
. The
relational degrees are presented in Table 2.
Data in Table 2 indicates that public transport
passenger satisfaction degree in Beijing is ‘medium’.
Furthermore, synthetically relational degree about
‘good’ is larger than it of ‘poor’. According to the
definition of relational degree in extenics, it is more
likely to translate into grade of ‘good’ from
‘medium’.
6 CONCLUSIONS
By improving public transport service quality to
satisfy passengers, more residents will be appealed
to use public transport instead, so that the congestion
could be relieved. In order to evaluate the public
transport user satisfaction, this paper proposed an
evaluation model based on matter-element analysis
theory. Based on the data obtained by questionnaire
survey, the public transport user satisfaction is
assessed from the perspective of passengers.
Coefficient of variation method is adopted to
calculate the weights of indices to overcome the
shortcoming of subjective methods used in previous
research. The research indicates that public transport
user satisfaction degree in Beijing is ‘medium’ and
close to ‘good’. Poor user satisfaction about
convenience and comfort affect the overall
satisfaction of public transport service. While
striving to construct public transport infrastructure,
the government should pay more attention to
improve the service quality of public transport to
make public transport more attractive.
*Supported by “the Fundamental Research Funds for the
Central Universities (Appraisal of TDM Measures in
Occurring Urban Congestion)” and “National Nature
Science Fund of China (Research of residents’ Selective
Mechanism in Public Transport)”.
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AN EMPIRICAL ANALYSIS OF BEIJING PUBLIC TRANSPORT USERS' SATISFACTION LEVEL
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