Improving Service Quality of Metro Systems—A Case Study in the Beijing Metro

Abstract

In this study, we propose a method that combines Bayesian network, structural equation modeling, and importance-performance analyses to evaluate and improve the service quality of crowded metros from the point of service components. First, service components that influence the service satisfaction of crowded metros are investigated, and 7 service components and 27 factors are collected from the perspective of metro daily operation. Correspondingly, 8,011 sample questioners are collected using both online (i.e. microblog and WeChat) and face-to-face survey methods. The usage of these service components is more practical for metro managers to improve service quality than the factor analysis methods used in previous studies. Second, a hybrid method combining Bayesian network and structural equation modeling is proposed to establish the relationship between service quality and these service components and factors. This hybrid method can learn the uncertain relationship directly from the data, explain the psychological element, and pinpoint the crucial service component. It is concluded that security check and waiting for boarding have the greatest effect on the overall satisfaction. With the help of importance-performance analyses, some practical suggestions (e.g., theme stations, women-only carriages, and one-day ticket) are proposed to optimize bottleneck service components and thus improve the service quality of daily metro operation. Further, heterogeneity of service quality satisfaction for various groups of respondents is discussed, which contributes to effective strategies for satisfaction improvement.

Comportamento Socioambiental Dos Usuários Do Sistema De Transporte Metroviário Da RMR

“…Em estudo de caso publicado por Xu et al (2020) realizado no serviço do sistema de metrô de Pequim, capital da China, que transporta cerca de 12 milhões de pessoas/dia, apontou-se que, em momentos de pico, os passageiros ficam mais preocupados e atentos ao tempo para o embarque, que por vezes, devido a superlotação descumprem normas de boas condutas, que interfere na qualidade do serviço.…”

Cost-utility analysis of different venous access devices in breast cancer patients: a decision-based analysis model

“…Because it is one of the first hospitals to establish vascular access clinics in China and the daily number of visits is large, it has a wealth of CVC, PICC and IVAP data. In the hospital, catheter placement, maintenance and removal were performed according to standard operating procedures based on the first national industry standard for intravenous infusion in China issued and implemented in 2014, “Technical Operating Procedures for Intravenous Infusion Care”, “Practice Standards for Infusion Therapy in 2016” [ 8 ] and “Clinical Guidelines for Venous Access in Oncology” [ 19 ]. CVC and PICC placement was performed under ultrasound guidance in the catheterization laboratory by trained and qualified nurses.…”

Bayesian Networks and Structural Equation Modelling to Investigate the Passengers’ Perceptions in High-Speed Rail Systems

“…They applied 50000 bootstrap samples to decide for the final network. Xu et al (2020) aimed to improve the SQ of Beijing metro (China) combining the BN and SEM methods. They 1st aimed to select a robust network structure by using BN structure learning algorithms.…”