Research On The Evaluation Of Urban Rail Transit Public Service Quality

Urban rail transit is a popular means of transportation for the daily travel of the public.Its service quality is deeply concerned by everyone.Not only that,but China also attaches great importance to the construction of urban rail transit and its service quality management,and has not only issued the “priority development of urban public transport ”.The policy also pointed out that it is necessary to vigorously develop the construction of urban rail transit while paying attention to its service quality.In particular,urban rail transit services as a kind of public service,the evaluation of its service quality is an important means to understand the current service quality level is also to improve and improve service quality.However,in view of the lack of research on the quality of urban rail transit services from the perspective of public services,most of the existing researches evaluate the quality of services from the perspective of public satisfaction and from the perspective of traffic expertise,and focus on model construction and data analysis.Quantitative research,the discussion of urban rail transit services from the perspective of public services and the corresponding qualitative and quantitative research on the design of corresponding service quality assessment index system is relatively insufficient,which is not conducive to the long-term development of urban rail transit public services and Quality improvement,so this article attempts to assess and improve the quality of service for this issue.Firstly,based on the theory of public goods,new public service theory,customer value theory,total quality management theory and SERVQUAL evaluation model,this paper demonstrates the applicability of SERVQUAL model method to this study,according to the particularity of urban rail transit public service.The model has been supplemented and revised,retaining the four dimensions of tangibility,reliability,responsiveness and guarantee in the original dimension.At the same time,according to the characteristics of urban rail transit and public service quality,it increases convenience,participation and standardization,fairness and accessibility.Then,the indicators of each dimension in the model were selected,and the specific questions matching the dimensions and indicators were compiled.Finally,the urban rail transit public service quality evaluation index system with 8dimensions and 27 indicators was designed.Secondly,in order to apply the designed evaluation index system,this paper selects Chengdu rail transit as the empirical object.According to the designed assessment scale,a questionnaire for the public service quality of urban rail transit was compiled,and questionnaires were obtained through online and offline methods to obtain survey data.The reliability and validity test of the scale is further proved by the obtained data,and the results show that both the perception and the expected scale pass the reliability and validity test.Then the factor analysis is performed on the scale,and a total of 7 common factors are extracted,which are renamed to be tangible,reliable,guaranteed,convenient,participatory,normative and accessible,from the factor load situation.In view,the factor classification results are ideal.At the same time,in order to understand the specific gap between each dimension and evaluation index,this paper conducts two paired sample T test on the perceptual scale and the expected scale.The results show that there are quality gaps in each dimension and evaluation index,and the gaps in each dimension are from large to large.Small differences are participation,accessibility,convenience,assurance,normative,tangibility and reliability.Thirdly,this paper uses the factor analysis method to calculate the weights of each dimension.From large to small,it is guarantee,normative,accessibility,participation,reliability,convenience and tangibility.According to the calculation formula of SERVQUAL service quality.Substituting the weights of each dimension and the quality of service scores to obtain the final level of urban rail transit public service quality.Finally,according to the research conclusions of urban rail transit public service quality evaluation and empirical results,this paper focuses on urban rail transit quality assessment,establishing urban rail transit quality assessment standards,macroscopically improving urban rail transit quality level and microscopically improving cities.The corresponding policy recommendations were put forward in four aspects such as the quality of rail transit.At the same time,through the development of urban rail transit public service and the lack of research in this paper,some prospects for follow-up research are put forward.