Evaluation of urban public transport service satisfaction degree in cold regions' winter based on DEA method

The complicated climatic conditions have a great impact on the operations and services of urban public transport in cold regions' winter. According to the characters of urban public transport service, the interests and needs of travelers were considered, and the bus service satisfaction was treated as the evaluation criteria, and the data envelopment analysis method (DEA) was adopted to evaluate the service satisfaction of bus lines. Based on structural equation model, the evaluation index was screened and the questionnaire survey data was applied to build the C²R-DEA model, which the evaluation score was obtained, and the extent to which those underperforming units were improved. Moreover, a cross-efficiency model was introduced to implement an accurate ranking among decision making units. Finally from the prospective of bus operators and managers, suggestions for improving the bus service satisfaction in cold regions were provided.