Performance evaluation of metro stations in Shanghai: a service contact perspective

Wenjun Gu and Sanjeev Bordoloi

International Journal of Services and Operations Management, 2012, vol. 11, issue 2, 151-169

Abstract: Metro system in Shanghai is not only providing commute services to over two million people every day, but also serving as an effective means to tackle social and environmental problems prevailing in major cities in the People's Republic of China. As an integral part of the system, metro stations differ in size, structure and general operations, making performances evaluation across stations difficult. We studied the metro system in Shanghai from service contacts perspective and conducted a performance evaluation of selected stations using data envelopment analysis (DEA). In this paper, we present our results and some managerial insights of our analysis.

Keywords: performance measurement; service contact; data envelopment analysis; DEA; metro stations; transport modelling; sensitivity analysis; efficiency frontier; efficiency scores; China; customer perception; service perception; commuter services. (search for similar items in EconPapers)
Date: 2012
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