Research On Service Quality Optimization Of Passenger Railway Station Based On Passengers’ Satisfaction

At present,China’s economic development pattern has changed from high-speed growth to high-quality development.Under this macro background,the internal and external market environment faced by railway transport enterprises has also changed simultaneously.As an important part of passenger transport mode,railway passenger transport,which takes into account the tasks of people’s livelihood at the same time,faces great competitive pressure.How to effectively improve passenger station service links,improve passenger service quality,enhance passenger satisfaction,and continuously enhance competitiveness in the transport market has become a key issue for railway transport enterprises to pay attention to.The quantitative evaluation and analysis of passenger railway station service quality series elements is of great guiding significance for improving service quality and setting up service benchmark,which is also an important means for railway transport enterprises to carry out self-innovation in the complex market competition.This paper introduces the concepts related to railway passenger transport and passenger satisfaction,and analyzes the relationship between passenger satisfaction and passenger station service.The SERVQUAL analysis method,SERVPERF analysis method and customer satisfaction index evaluation method were compared and analyzed,and the SERVQUAL model was selected as the optimization research model in this paper.Questionnaires were used to carry out field research on passenger service quality of Yiyang Railway Station,SERVQUAL model was used to evaluate the service quality,and the model was verified to study and judge the advantage area,maintenance area,opportunity area and repair area of the station service quality.Focusing on the service items such as punctual arrival of trains in the repair area,timely update of station information,and station environmental sanitation,the paper puts forward the main optimization directions such as optimizing operation organization,strengthening the awareness of on-site service and handling passenger complaints,which can effectively improve the passenger service quality of the station.