Evaluation Method of Customer Satisfaction in Public Transit Based on Cloud Model

The development status of urban public transportation, one component of the public services system, directly reflects the urban travel conditions and the overall level of urban development. Evaluating the satisfaction of public transportation service from passengers' point of view is helpful to improvement of the level of services of the urban public transportation systems. Firstly, the evaluation index system of public transportation's satisfaction degree is put forward. Then based on cloud model, which is an effective tool in transforming between qualitative concepts and their quantitative expressions, a comprehensive evaluation model is constructed. In this evaluation model, fuzzy and random qualitative concepts are integrated, uncertainty expressions are mapped to different cloud particles, variations of weight are mapped to mathematical expectation of cloud, and the satisfaction degree of public transportation is evaluated. Finally, it is proved that the evaluation model is efficient and effective by an applicative example.