The Application of Fuzzy Analytic Hierarchy Process and Grey Relational Analysis in the Taxi Passenger Satisfaction Eval
Taxis are an important supplementary and complementary tool of public transport and analysis of passenger satisfaction aims to identify existing problems in the process of taxi service, then to propose improvements. By fuzzy analytic hierarchy process and
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The Application of Fuzzy Analytic Hierarchy Process and Grey Relational Analysis in the Taxi Passenger Satisfaction Evaluation Ting Liu
Abstract Taxis are an important supplementary and complementary tool of public transport and analysis of passenger satisfaction aims to identify existing problems in the process of taxi service, then to propose improvements. By fuzzy analytic hierarchy process and grey relational analysis, to calculate the weight and correlation degree of the impact factors, then to obtain the key factors. The data analysis shows that the range of between dissatisfaction and the general, it is in the lower level. The waiting time, refusing to take passengers, service attitude and complaints handling are the most dissatisfied factors. The government should improve the overall satisfaction of the taxi passengers from three strategies about raising the price of the taxi, developing the public transport, strengthening management. Keywords Evaluation • F-AHP • GRA • Satisfaction
78.1 Introduction 78.1.1 Research Background The existing taxi number is 14120 in Wuhan City, this number was far from satisfying the needs of passengers, strong demand is an important reason, in addition to the increase of passengers, mainly taxi driving is difficult, the root cause is that road congestion increased year by year. The survey shows a substantial increase
T. Liu () School of Transportation, Wuhan University of Technology, Wuhan, P.R. China e-mail: [email protected] E. Qi et al. (eds.), The 19th International Conference on Industrial Engineering and Engineering Management, DOI 10.1007/978-3-642-37270-4 78, © Springer-Verlag Berlin Heidelberg 2013
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in car ownership in Wuhan City. In urban areas, the vehicle speed is showing a declining trend, lower than the average speed in some of the congested road, and road congestion caused the decline in turnover efficiency of taxi operations. The passengers pay attention to the time efficiency, when public transport which is urban transport aorta were blocked, it prompted the explosive development of private transport, so road blocking was harder than before. For taxi drivers, they will consider cost accounting, some sections which the efficiency is not high will not travel, so that makes congestion sections of very few taxi trips, which is exacerbated by a “take a taxi is hard” phenomenon.
78.1.2 Research Contents From the perspective of the passengers, this paper analyzes the taxi passenger satisfaction evaluation factors firstly, through questionnaires, randomly selected passengers to score the 17 indicators of the impact on passenger satisfaction evaluation, and then calculated the satisfaction evaluation data, to analyze the problems of the taxi service process, then to propose improvements for increasing passenger satisfaction and easing “take a taxi is hard” phenomenon.
78.1.3 Research Methods In this paper, fuzzy analytic hierarchy process (F-AHP) and grey relational analysis (GRA) combined to increase the reliability and accuracy of the satisfa
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