Research Of Passenger Dedicated Line Service Quality Evaluation On The Basis Of Passenger Satisfaction Dgree

With large-scale construction of Passenger Dedicated Lines (PDL), when they are connected into net, transport capacity will be greatly released, and PDL transport will face increasingly fierce market competition. The competition of passenger transport market is the competition of service quality. Therefore, it is necessary to establish a scientific and reasonable evaluation system to evaluate passenger service quality, and then propose effective service quality improvement measures to satisfy passenger, it has important significance for improvement of PDL competitiveness and healthy development.This paper first summarizes the domestic and foreign research, PDL service system and customer satisfaction theory. Then merging macro and micro customer satisfaction evaluation model, this paper builds a railway passenger satisfaction evaluation model, and determines evaluation method. According to this model, on the basis of analysis of passenger service quality factors, this paper builds a PDL passenger service quality evaluation indicator system, and determines the method of indictors quantified and weights calculation, and designs passenger satisfaction survey program. Finally, according to the Beijing-Tianjin PDL passenger satisfaction survey, and using the combining evaluation methods of Fuzzy Comprehensive Evaluation and Quarter Chart model, this paper analyzes Beijing-Tianjin PDL passenger service quality to prove the operability of proposed research ideas and methods.