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Abstract Driver satisfaction regarding travel information provided by variable message signs (VMS), which are part of the Nam‐Mountain Tunnel ATIS, was evaluated using fuzzy aggregation. Application of fuzzy aggregation to analyze driver satisfaction allows one to represent the variability and complexity of human perception with great fidelity. A fuzzy weighted average using two sets of fuzzy membership functions was applied to evaluate individual satisfactions of delay and travel time information provided. Then, those individual satisfactions were aggregated to estimate the driver group's overall satisfaction. The evaluated overall satisfaction was 0.65 for delay information and 0.63 for travel time information. Through these results, it was found that users of the travel information provided by the VMS in the Nam‐Mountain Tunnel ATIS were somewhat satisfied with the service quality. Those overall satisfactions were compared with a conventional weighted average and traffic operational effects to demonstrate the usefulness of the developed fuzzy method.
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