Research On Service Quality Evaluation Of Railway Passenger Station

With the rapid development of economy,the speed and quantity of population flow also increased and the travel demand of tourists became more and more diversified,which led to the continuous maturity of the railway passenger transport market.In the process of receiving passenger service,the demand of passengers could be fully the satisfaction will inevitably directly affect the passenger on the railway passenger service quality evaluation results.Therefore,in-depth analysis of railway passenger transport services and improve the quality of passenger perception,not only can cultivate the loyalty of existing passenger groups,to attract high-quality customer groups,but also increase the profitability of the railway sector and management level,improve the railway transport market competitiveness,But also the railway operation to achieve market-oriented,to the inevitable development of scientific requirements.In this context,this paper is based on the study of customer demand,customer perception and service quality evaluation of the relevant theory of learning,through the analysis of the railway passenger station service process,combined with the Kano model,the passenger service to accept the needs of the terminal The results show that the dimension of the dimension layer and the index layer are determined by the analytic hierarchy process and the factor analysis method,and then the weighted average of the dimension and the index layer are determined by using the SERVPERF scale.This paper makes an empirical study on the passenger service quality of Xining Railway Station,and uses the Kano model and IPA integration method to comprehensively evaluate the research results of passenger service quality in Xining station,and obtains the key index that the station should enter at present as well as the priority order of the strategy,the article finally from four aspects to improve the quality of Xining station passenger service recommendations.Based on the evaluation and optimization of the quality of railway passenger service,the basis of service quality evaluation should be based on the passenger demand as the starting point and the evaluation standard.According to the Kano model,the classification of the passenger demand can be used as the index basis of the service quality evaluation.The SERVPERF evaluation method is more suitable Which can be combined with the characteristics of railway passenger service to construct a five-dimensional scale with tangibility,reliability,responsiveness,safety and assurance.The quality of service is investigated.The study of the dimensions and indicators of the results of the results show that the tangible as the most intuitive service experience,the greatest impact on the quality of service,reflecting the higher levels of demand for passengers than other dimensions of the least important,the results show that the quality of passenger service in Xining station is better,and the guaranteed dimension is poor.The integration analysis of Kano model and IPA analysis can determine the service level of the passenger service in Xining station,which is consistent with the level of service provided by the railway passenger station in the less developed area.Quality indicators optimization strategy and priority According to the actual situation of Xining station,this paper puts forward some suggestions on how to optimize the quality of passenger service.Based on the evaluation results,this paper puts forward some suggestions on how to optimize the passenger service quality according to the actual situation of Xining station.