Service Quality Evaluation and Analysis of Autonomous-Rail Rapid Transit in Yibin City of China

With the acceleration of urbanization, Autonomous-rail Rapid Transit (ART), as a new type of public transportation mode, plays an important role in alleviating traffic congestion and optimizing urban transportation structure. However, the operation of ART faces various problems, such as the route and station design problems considering passengers’ convenience and transferring efficiency, and there is a gap between passenger perception and expectation for the ART service quality. Therefore, it is crucial to comprehensively evaluate the service quality of ART, so as to improve passenger satisfaction and promote the sustainable development of ART. Taking Yibin ART as the research object, this study is based on the Service Quality (SERVQUAL) model, combined with the Analytic Hierarchy Process (AHP) and Fuzzy Comprehensive Evaluation (FCE), to analyze the service quality of Yibin ART. Firstly, a service quality evaluation indicator system for Yibin ART is constructed based on the extended SERVQUAL model that includes six dimensions of reliability, responsiveness, assurance, empathy, tangibility, and convenience, as well as 19 secondary indicators. Then, the research collects 110 valid samples through a questionnaire survey, and the rationality of the questionnaire is verified through reliability and validity analysis. Later, the weights of the indicators are calculated by AHP, and a comprehensive evaluation of Yibin ART service quality is conducted with the FCE method. Finally, based on the evaluation results, the study shows that the core indicators of the ART service quality are the service reliability and responsiveness, as well as the convenience; further, the results find the significant differences between participants’ perceptions and expectations for ART service quality, especially in the aspects of smooth driving, cleanliness, station location, ticket service and transferring, and the corresponding targeted strategies are proposed for improving the Yibin ART service quality. Additionally, future research will expand the sample and conduct in-depth research on passenger travel characteristics, carefully grasp the needs of passengers, continuously optimize operational service plans, and strive to improve the service level of ART.