Satisfaction Assessment And Application Of The Railway Ticket Service

The level of passenger service quality is not only related to the operational effectiveness of the railway, but also largely reflects the overall management and market competitiveness of railway transport, related to the overall image and sustainable development of the railway. China Railway want to integrate into the international market and improve passenger market share, the key is to establish "guest first" service concept to improve passenger service quality. Among the passenger service quality, the ticket service is one of the most important aspects.This paper combine the actual situation of Guangzhou railway ticketing systems, drawing on the domestic and international passenger satisfaction’s research result, establish the ticket service satisfaction index model based on China’s national conditions, and analyze the affecting factors of ticketing services degrees, estimate ticket service satisfaction structural equation model parameter through PLS Algorithm, get the evaluation methods suit for the China’s railway ticketing service satisfaction, design railway ticketing service satisfaction questionnaire,, conduct field surveys applied research.This paper analysis and calculate the actual situation in Guangzhou ticketing services research statistics, from the horizontal and vertical two aspects, the analysis of passengers’ satisfaction of rail ticketing services shows that, the increasing of rail passenger ticketing service satisfaction mainly through improved perceived quality, perceived value, passenger expectations, reduce passenger complaints and improve passenger loyalty, and other ways to achieve, and then propose appropriate measures and methods, in order to provide a reference for optimize the organizational, scientific analysis and decision,fine management of the railway ticketing system.