Evaluation Of Service Quality For Urban Rail Transit Based On Passenger Satisfaction

It is an important way settling down traffic problems in big cities to develop cosmically urban rail transit, which also plays an important role in the persistent development. Its developing degree reflects directly the travel condition and the entire developing level of the city's traffic. Its quality of service has direct relations with the satisfaction of passengers. In order to improve the service quality of urban rail transit, this paper studies Passenger Satisfaction in urban rail transit.At first, based on the analysis of the basic theory of urban rail transit's service system and Customer Satisfaction, the paper brings the theory of satisfaction of customers into the field of urban rail transit. And it constructs Passenger Satisfaction Index Model according to the characteristics of urban rail transit.In succession, an evaluation indicator system of Passenger Satisfaction in urban rail transit is constructed according to the choosing principle and the factors of traffic service quality, and it discusses the methods of quantifying indicators, determinging weights, as well as the evaluating method of Passenger Satisfaction.Then the survey program on Passenger Satisfaction in urban rail transit is put forward, including surveying content, surveying questionnaires, techniques of sampling, survey methodology, codes of questionnaires, questionnaires' checking, etc.At last, combining with the survey of Passenger Satisfaction in urban rail transit in Beijing, the paper evaluates Passenger Satisfaction using Fuzzy Comprehensive Evaluation and Quarter Chart; what's more, it puts forwards some effective advice and measures.In the study course of the service quality of urban rail transit, paying special attention to a variety of methods and techniques, such as investigation, software analysis and combination of qualitative and quantitative methods, the paper discusses the service quality in urban rail transit and Passenger Satisfaction rationally and scientifically.