Service Satisfaction Evaluation of Each Travel Section in Seoul's Subway Junctions

Unlike the existing subway service evaluation system, service evaluation indices by travel section in 26 subway stations were developed and appraised. Travel sections were classified into (1) subway station approach, (2) from entrance to platform, (3) platform, and (4) passageway for transfer, after which weights by travel section and by service evaluation index were estimated using analytic hierarchy process (AHP) by transportation experts. Subway service satisfaction data was gathered from 2000 passengers at the 26 subway stations. The results showed that the weights of (1) subway station approach and (4) passageway for transfer were highest and the weights by travel sections were different if kinds of services were the same. Comfort on the platform, crowdedness in the passageway for transfer, and transfer information from entrance to platform were highest in order in terms of satisfaction. Meanwhile, the results of the IPA showed that services in the passageway for transfer were high in terms of weights but were relatively low in terms of satisfaction. Therefore the services in passages for transfer needed to be reformed preferentially.