Abstract: The improvement of public transfer system passenger satisfaction level can effectively alleviate the city congestion and other traffic problems. Based on the analysis of the passenger demand characteristics，according to the design principle of index system，the comprehensive practical scientific evaluation index system of passenger satisfaction is constructed，determining the each index weight with AHP method and DEMATEL method can improve the scientific and objectivity of index weight，fuzzy evaluation model based on AHP-DEMATEL method is established，then MCEFUZZY software was carried out to study the evaluation. The results shows that it increased the science，rationality and efficiency of the evaluation. It is helpful to discover the existing problems in the bus interchange and provide scientific basis for improving the level of public transport services.

Key words: public transfer system, passenger satisfaction, AHP-DEMATEL method, fuzzy evaluation

摘要： 提高公交换乘系统乘客满意度水平可有效缓解城市拥堵等交通问题。在分析乘客需求特征的基础上，根据指标体系设计原则，构建了科学全面实用的乘客满意度评价指标体系，综合应用AHP法和DEMATEL法对各指标赋权，提升指标赋权的科学性和客观性，建立基于AHP-DEMATEL的模糊评价模型，运用MCEFUZZY软件进行实例评价研究。结果表明该模型提高了公交系统乘客满意度评价的科学性、合理性和高效性，研究结果有助于及时发现公交换乘中存在的问题，为提高公交服务水平提供科学依据。

关键词: 公交换乘系统, 乘客满意度, AHP-DEMATEL法, 模糊评价