Passenger Satisfaction And Influencing Factors Of Metro Line 1 In Nanchang

The advantages of the subway in safe,convenient,comfortable,be favorred by the masses of passengers,play an important role in the urban public transportation development.At the same time,the subway as a service industry in the city to play the image of the window,a series of problems in the process of serving the passengers as a focus of attention.The subway passenger satisfaction evaluation for the development of the metro and urban rail transit service industry of the whole operation is important.First,summarized the theory of passenger satisfaction,and on-the-spot investigation of Nanchang subway service status.Considering that customer satisfaction is a state of mind and self feeling,its evaluation is multi-level and uncertainty of the overall qualitative and quantitative decision of subway passengers satisfaction with fuzzy comprehensive evaluation method for the analysis of people's mode of thinking.In addition,the selection of satisfaction importance matrix as auxiliary analysis of passenger satisfaction and demand,indicate the direction for subway service improvement.Secondly,on the basis of China customer satisfaction index model,converse the model of four premise variables influence customer satisfaction of the subway service industry characteristics into nine main factors can be observed,were oriented guidance,traveling environment,convenient order and security equipment,facilities,staff services,ticketing services,information publicity and commercial facilities.On the basis of constructing evaluation index system of passenger satisfaction,and select the Likert scale quantitative indicators,using AHP to determine index weight at all levels.Again,adhering to the "people-oriented" concept,the passenger satisfaction as the center,from two aspects of themselves and the feeling of take the subway design the questionnaire.After the completion of pre investigation,according to the pre survey results to test the effectiveness of the questionnaire reliability and complete the questionnaire revised and perfected.The formal implementation of investigation process mainly adopts random intercept and interviews,in order to improve the efficiency of investigation,using qr code electronic questionnaire assisted investigation.After recycling questionnaire,questionnaire for screening,eliminate invalid questionnaire,to ensure the validity of the data.Finally,taking Nanchang Metro Line 1 as an example,to evaluate the subway passengers overall satisfaction.based on the fuzzy comprehensive evaluation model,through the analysis of the primary and secondary comprehensive fuzzy comprehensive evaluation results show that Nanchang subway passengers satisfaction level as "satisfactory",overall satisfaction score of 3.88 points.In the use of AHP by determining the weight of the passengers,3 factors affecting satisfaction ranking:convenient order> convenient order>oriented guidance.In addition,combined with satisfaction importance matrix analysis for now in urgent need of improvement for the convenience of fast speed,headed by specific indicators reflect the last bus time Settings,transfer to other traffic convenience and in and out of the entrance of parking facilities.At last,organize passengers not satisfied factors and put forward the pertinence,constructive suggestions,and combining the Nanchang subway service strategic target and the truth,put forward the optimization method and strategy of the subway passengers' satisfaction.