Research Of The Factors Which Influence The Public Satisfaction Of Tianjin Urban Rail Transit

Urban rail transit provides the most basic service for pubic to go out,the revolution of the Supply Side even more asks the service of urban rail transit to meet the public's need,and to achieve the public's satisfaction.Against the ground of new-public management idea and service-oriented government,this paper quotes the satisfaction theory and the service theory of theater in the research of urban rail transit.This paper builds the model of Tianjin's urban rail transit public satisfaction index on the basis of American customer satisfaction model and Chinese customer satisfaction model.The model of Tianjin's urban rail transit public satisfaction index includes five variates: public expectation,perceived quality,perceived value,public satisfaction,public loyalty.There are four dimensions under the variate of perceived quality: the passenger's cooperation,the service staff,the train service and the facilities.This paper builds the questionnaire according to the presumptive model and the influencing factors.The formal questionnaire has obtained after the reliability analysis and exploratory factor analysis of small sample questionnaire.The confirmatory factor analysis of formal questionnaire has been made by the structural equation model.Finally,the revised mode of Tianjin's urban rail transit public satisfaction index has been obtained.The results indicate that the variate of public expectation,perceived quality and perceived value have a significantly positive influence on the variate of public satisfaction.The variate of public expectation has a significantly positive influence on the variate of perceived quality and perceived value.The variate of perceived quality has a significantly positive influence on the variate of the variate of perceived value.The variate of public satisfaction has a significantly positive influence on the variate of public loyalty.This paper put forward some management measures which are good for the improvement of Tianjin's urban rail transit public satisfaction according to the conclusion of the structural equation.Firstly,we must understand the public's need sufficiently in order to match the demand of public.Secondly,we must improve the cost performance of service.At the same time,the user satisfaction index analyzes the variate of perceived quality's four dimensions definitely.The results ask us must enhance the management of order maintenance,the service awareness of the staff,the operation management of the train,the facilities of ticket vending machine and automatic fare gate.