Research On Passenger Satisfaction Evalution System Of Chengdu Railway Bureau

Customer satisfaction survey is to identify deficiencies and weaknesses that exist in corporate services, to enhance the competitiveness of enterprises effective means, there are many deficiencies in the level of current Railway Bureau to carry out this work.There is a wide gap to establish the railway administration for the dominant position of market operators between the requirements and the actual situation. We need to set up a passenger satisfaction evaluation system that compliance with the actual situation of the railway administration.Through scientific and rational design of passengers in railwaystations, passengers by trains assessment questionnaire, taking passengers interviewed way, collecting passengers in railwaystations, trains satisfaction with current service projects each passengers in railwaystations and trains, identify deficiencies exist in the current railwaystations trains service and weaknesses, scoring and weighting according to the project, identify the weak project targeted for corrective actions to continuously improve passenger’s satisfaction who by the trains and waited in the railwaystations.To enhance the self-evaluation station segment and convenience Railway Administration, operability and usability, establish a favorable Railway Administration, two-station segment independently conduct the evaluation methods and data post-processing methods. Using EpiData for data collection, entry, through the preparation of calibration procedures, improve the efficiency and accuracy of data entry; simultaneously through secondary development of SPSS software to enhance the post-processing of scientific data analysis, reliability, while the professional software operation becomes easy, making two-sector railway bureaus, stations and depots actual situation according to their own free choice period targeted for passenger service status of the unit for evaluation, to get rid of dependence on the railway company, third-party evaluation agency, and effectively reduce Railway Administration, stations and depots evaluation costs.The result for the passenger satisfaction survey treatise,it will be provide some reference for the other railway bureaus.