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

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

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Article ID: iaor2012525
Volume: 11
Issue: 2
Start Page Number: 151
End Page Number: 169
Publication Date: Jan 2012
Journal: International Journal of Services and Operations Management
Authors: ,
Keywords: service, management
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.

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