TITLE:
Research on the Satisfaction Evaluation of High-Speed Railway Passenger Service Based on the Vague Set
AUTHORS:
Xi Chen, Mei Deng, Xiaoyu Deng, Dengheng Zheng
KEYWORDS:
High Speed Railway, Passenger Service Satisfaction, Vague Set, Evaluation Model
JOURNAL NAME:
Open Journal of Applied Sciences,
Vol.15 No.6,
June
12,
2025
ABSTRACT: With the rapid development of high-speed railways, improving passenger service satisfaction has become an important issue facing the railway sector. Aiming at the limitations of a single evaluation method and high cost of questionnaire survey, this study constructs a high-speed railway passenger service satisfaction evaluation model based on the Vague set theory. Through the analysis of passenger demand, a complete evaluation system including three first-level indicators of station service, on-board service and extended service, as well as eight second-level indicators such as ticket service, crew service and urban traffic connection service, is established. The index is quantified based on the Vague set language variable, and the weight is determined by the expert scoring method. The model-solving algorithm is designed to realize the multi-dimensional comprehensive evaluation of service satisfaction by calculating the fitness and confidence interval of the target satisfaction criterion. The research results show that the model can effectively identify service shortcomings, provide a theoretical basis for optimizing the layout of station facilities, improving crew response capabilities, and improving emergency public services, and promote the transformation of railway passenger transport services to passenger-centric.