![Sample our Engineering & Technology journals, sign in here to start your access, latest two full volumes FREE to you for 14 days]({"type":"image" , "src" : "/sda/5933/TOC-Subject-Sample-2021-Engineering-Tech.jpg"})
ABSTRACT
A metro evaluation index system is built based on the American Customer Satisfaction model to evaluate the Shanghai Metro customer satisfaction combining with the characteristics of Shanghai Metro operation improvement. Customer satisfaction evaluation based on the dimension of importance and satisfaction of the four quadrants is built. Seven high importance, low degrees of satisfaction indicators for improvement are pointed out, including four indicators in “Punctual and Efficiency”: artificial ticketing time, on and off time, train headway and train speed; and three indicators in ‘Service Management’: public facilities, sign information and shielding door.
Additional information
Funding
Notes on contributors
Xin Xu
Dr Xin Xu received his Ph.D. degree in management science from Shanghai University of Finance and Economics in October 2014. He entered in Postdoctoral Program at Fudan University in November 2015. His research interests include data mining and information management.
Jilan Wu
Dr Jilan Wu received her Ph.D. degree in management science from Tongji University in 2006. She is currently an Assistant Professor in School of Information Management and Engineering, Shanghai University of Finance and Economics. She worked as a Visiting Scholar at Florida University from 2011 to 2012. She is the author or co-author of more than 20 scientific papers. Her research interests include system dynamics, information engineering and data mining.
Xinwei Zhao
Miss Xinwei Zhao received her master's degree in management science and engineering from Lehigh University, Panovska in May 2014. She is currently working as Data Analyst in Shanghai Post & Telecommunications Designing Consulting Institute. Her research interests include data mining, logistics planning and optimisation.