Evaluation And Analysis For Passenger Satisfaction Of Railway Station

With the development of society, the transportation market continues to improve, and the focus of competition has gradually transferred from products to services. People are not only satisfied with the basic travel demand, but also have a better travel condition. As a starting and ending point for passengers taking part in railway transportation, passengers hope service level of railway station gradually improving. What's more, the service experience in the railway station will affect passengers' subsequent mood and their satisfaction of the railway. How to more precise and detailed evaluation and analysis for the railway station, to reach the passenger satisfaction, is the key to the railway competition. Therefore, from the perspective of passengers, it has an important significance to put forward the improved measures, through the concrete analysis and evaluation for railway station to finding its problems.This paper combines theoretical research and case analysis for passenger satisfaction evaluation and analysis of the railway station. First of all, the service process of the railway and passenger demand structure is the foundation, and from the safety, timeliness, convenience, economy, comfort and service of the six aspects construct the evaluation index system for the passenger satisfaction of railway station. Then design the railway passenger satisfaction survey scheme.Then, the weights of each evaluation index are decided by two methods, AHP and factor analysis method. Furthermore, the weight of each evaluation index is given by the minimal deviation method. This paper use the fuzzy comprehensive evaluation method to calculate the value of passenger satisfaction of railway station.Finally, the Dalian Railway Station is evaluated by this assessment system. It is used the fuzzy comprehensive evaluation method and combination weighting method based on minimum deviation to evaluate the service level of the Dalian Railway Station. Through the analysis of passenger satisfaction evaluation results from four aspects, that is gender, age, occupation and monthly income, make sure the direction of improvement and give some constructive and operable improvements to improve the service level of the Dalian Railway Station.