| Urban rail transport is the backbone traffic artery for the big cities. In recent years, urban railtransit is developing fast, and the development of urban rail transit in the next decade willbe more rapid in China.The characteristics of the metro are rapidness, low energy consumption, largecapacity, safety, comfort, environmental protection.Binhai now has four lines of urban rail transit, with operating range of130kilometers. Binhai metro has been more and more important in the Binhai city urbanpublic transport system.As a service industry, Binhai metro attaches great importance to service quality. Nowa lot of Metro operation companies are doing the survey of the passenger satisfaction.This thesis firstly analyzed the characteristics of the metro passenger satisfaction andits influencing factors. and then a satisfaction survey questionnaire was made. in theresearch, the author mainly employed the random street investigation for a focus group toget the data for quantitative analysis, and used the recordings of the group interviews todo the qualitative analysis.IN the research, the statistics software of spss was employed todo the quantitative data analysis. The present deficiency and shortcomings of the metroservice was also studied in the research.this thesis aimed to propose several feasiblesuggestions on improving the service quality based on the data collected andanalyzed,which would possibly help to raise the subway awareness, reputation, brandinfluence. |
