The Emergency Needs Analysis Of High-speed Railway Passenger And Emergency Service Solution Design

In recent years, with the rapid development of high-speed railway, China’s high-speed railway service level also has a new ascension. But at the same time, because of the improving expectations for high-speed railway from the society, and the imperfect emergency service after high-speed railway passenger abnormal situation happened at the present stage, passenger emergency service is becoming more and more important. Therefore, this article’s research in view of high-speed railway passenger emergency service has a vital significance.Using the Ministry of Railways research project—"High Speed Railway Passenger Transportation Service Extension and Service Quality Assurance Technology Research" as support, and the basis of summarizing previous researches of railway emergency management and service design, this paper makes a research of passenger emergency service aiming at abnormal situations appeared in high-speed railway passenger transportation, the research develops from two point of view of passenger and railway enterprise.From the point of view of passenger, this paper sums up the passengers’basic emergency needs combined with all kinds of high-speed railway passenger transportation abnormal situations happened in reality, and through the KANO model method used in investigate passengers emergency needs, the passenger needs are divided into essential, linear, charismatic and no difference needs, and meanwhile gets the weight of all kinds of emergence needs through the method of Customer Satisfaction Efficiency Coefficient.From the point of view of railway enterprise, according to the passenger emergency needs to put foward emergency service item set, all emergency service items of one set could solve corresponding passenger emergency need. Use the QFD method to transform the importance degree of passenger emergency needs to get the importance degree of emergency service item project. Then choose one from each emergency service item set to get an emergency service program that could satisfy all the passengers’needs. This article puts forward that passengers’satisfaction degree has a double impact which includes the importance degree of emergency service item set and the degree of service provided by enterprise. So the most optimal emergency service program should not only make the passengers satisfaction largest but also make the cost under the enterprise’s budget, and this paper uses the optimal model to realize this.This article uses "long time delays happened in high-speed railway train" as an high-speed railway passenger transportation abnormal situation hypothesis, getting the basic data of the passengers emergency needs through practical research to the Beijing-Shanghai high-speed railway passengers, use the service design model, calculating and verifying the validity and practicality of the model.