Study On Passenger Satisfaction Of High-speed Railway Station

Customer satisfaction is a measure of customer satisfaction,which refers to the satisfaction state of customers after consuming the corresponding products or services.Through the analysis of customer satisfaction,the problems and weak links in enterprise service can be effectively analyzed.Taking Hangzhou East Railway Station as an example,this paper studies some shortcomings of high-speed railway station in this work,and improves the research on passenger satisfaction evaluation in line with the actual high-speed railway stations.This paper combines theory with practice,and summarizes the relevant literatures on domestic and international customer satisfaction over the years,and scientifically and rationally designs the questionnaires of the stations.By means of in-person distribution(arrival layer and departure layer of Hangzhou East Station)and network distribution,to collect passengers’ satisfaction with various services and facilities of Hangzhou East Station,and to find out the problems and deficiencies existing in the operation of Hangzhou East Station.According to the results of survey,this research uses the swot analysis and factor contribution analysis to study the current situation of Hangzhou East Railway Station,and proposes four targeted suggestions and countermeasures: establishing information channels to obtain passenger satisfaction information,strengthening management and upgrading facilities,integrating resources to improve service system,and establishing a sound employee recruitment and training system,which have effectively improved the passenger satisfaction of Hangzhou East Railway Station.Under the background that all places are competing for the construction of high-speed railway stations and the quality of passenger transport services such as civil aviation and waterway are greatly improved,the research of this paper is also of great value for the construction and operation of high-speed railway station outside Hangzhou East Railway Station.