Investigation&Research On Passenger’s Satisfaction Of Beijng Subway

Subway,is a kind of urban rail transit,with large transport capacity,puntual,fast,low energy consumption,environmental and other advantages.In recent years,as the rapid development of the subway,subway is playing an important role in urban public transport.With the increasing demand for a better life,people pay more and more attention to the quality of subway operation service.As a metro operation company,it has become an important daily work to timely and accurately grasp and understand the new needs of passengers for metro service and find out the focus of improving the quality of metro operation service.Customer satisfaction concept is a mature management concept in modern enterprise management system,which has been widely applied to various industries.This paper combines the actual situation of Beijing Subway and customer satisfaction theory,carries out a survey and Research on passenger satisfaction,analyzes the characteristics of passengers,and finds out the shortcomings in service,so as to provide policy basis for continuously improving passenger satisfaction and improving thecompetitiveness of operators.Its main work is as follows:Based on the summary of theoretical knowledge,the research content of this paper is put forward.This paper summarizes the research results of domestic and foreign scholars on the satisfaction degree of urban rail transit,and finds that the research on customer satisfaction degree is relatively extensive,but the research on the satisfaction degree of urban rail transit and Beijing Subway is insufficient.The theory,evaluation index and evaluation method of customer satisfaction are discussed.At the same time,based on own work experience,the paper puts forward the influencing factors of the satisfaction degree of Urban Rail Transit and evaluation indicators.Obtain customer satisfaction data through the survey practice of passenger satisfaction questionnaire and interception interview.Through cluster analysis,this paper analyze the characteristic data of customer age,income,travel frequency,purpose and so on.Meanwhile,detailed grasp the basic data of Beijing Subway customers.Under the Beijing subway passenger satisfaction index system,using the analytic hierarchy process(AHP),the passenger satisfaction with each index is calculated by weighting;and using the satisfaction-importance matrix analysis model,the direction of passenger satisfaction improvement is determined.Based on the survey of passenger satisfaction in Beijing Subway,this paper puts forward the evaluation results of personnel service,transfer as an urgent need for improvement;safety guarantee,emergency guidance as a competitive advantage project;station environment,carriage environment and service facilities as secondary improvement projects;and train operation as a maintenance of the status quo.