Research And Design Of The Evaluation System Of Chengdu Metro Passenger Satisfaction

In recent years, the subway as a way of rapid development of urban rail transit, the prominent role in the urban transportation. For subway operating company, the passenger is its existence and the important guarantee of sustainable development, the passengers on the subway service quality satisfaction is extremely important. How to timely understand the subway passengers’ feelings and needs find out the defects of subway operation services and improved, so as to improve the subway passenger satisfaction and enhance market competitiveness, the subway operation enterprise sets up the subway brand, establish a comprehensive, practical, scientific and reasonable system of subway passengers satisfaction evaluation system is particularly important.This paper researches on the related theory of customer satisfaction, and the basic characteristics of customer satisfaction, evaluation model and method for the description and comparative analysis, on this basis to determine the subway passenger satisfaction evaluation method. In the United States’ satisfaction index (ACSI) model, on the basis of the subway passengers’ satisfaction index model is established. Based on the analysis of the subway service quality content and the factors influencing the passenger satisfaction, on the basis of building the subway passenger satisfaction evaluation index system, and determines the evaluation standard and the index calculation method. Using the PLS-GUI software is used to estimate mode. Finally, in Chengdu metro line1,2, operating as the research object, its service level and passenger satisfaction evaluation, designed to provide reference to improve the level of passenger services of Chengdu metro.