Research On The Evaluation System Of Subway Passenger Satisfaction Degree

The subway, as a mode of urban rail transit, depends on its advantages, such as large volume, speediness, punctual of runs, low energy consumption, free from contamination, riding conveniently and comfortably, develops rapidly and play an importat role in urban transit in recent years .It has become a symbol of city whose synthetical economic power is strong, urban advancement is speed up, living standard of inhabitant enhances quickly. As service industry and the foreign window of city, under high development of economy, more and more passengers focus on service quality, and the request is higher and higher. Passengers are customer of service and the source of profit to the corporation of subway, so their satisfaction is very important.Only passengers are satisfied,the corporation can get the favor in long-term, and ensure the sustained development. For enhancing competitiveness and increasing benefit, we must realize passengers'demand and enhance passengers'satisfaction, the evaluation about passenger satisfaction of subway is obligatory.After discussing theoretics about customer satisfaction degree,analyze the characteristic and compare methods of evaluation of customer satisfaction degree, the paper ascertain the method which is used for evaluation of passenger satisfaction degree.Then be based on model of American Customer Satisfaction Index,set up the model of passenger satisfaction degree of subway.Acorrding to analysis of passenger service quality and impat factors , set up indexs system , method of computing and standard of evaluation.And apply the PLS-GUI software to carry out model estimation, reach route modulus , loading modulus and weight. After that, designe a investigation scheme of subway passenger satisfaction degree and inquire into a questionnaire. At last, this paper show anexample of Shenzhen subway, carry out the evaluation of passenger satisfaction degree into practice ,with related analysis,to find out weak link of Shenzhen subway, in order to give improvement suggestion.