Research On Satisfaction Evaluation Of Public Service Of Suzhou Rail Transit

Urban rail transit has made an important contribution to solve the problem of traffic congestion.With the development of rail transit,people have put forward higher requirements on the service quality and service satisfaction of rail transit system.The service ability of riding environment,travel situation,equipment and facilities,online platform and so on all contribute to public service satisfaction It has an important impact.The cost of public service satisfaction survey is high,so it is very important to understand the satisfaction of public service and explore the service problems of rail transit.Therefore,it is of great practical significance to build a scientific and objective evaluation index system and optimization strategy for urban rail transit service satisfaction to stabilize passenger flow and improve the service quality of rail transit.In this research,Field investigation,Literature research method and Analytic hierarchy process are used to study the service satisfaction of urban rail transit in Suzhou.From shallow to deep this research states the related concepts and theoretical basis of rail transit public service.In view of the problems existing in the evaluation of public service satisfaction,this research puts forward suggestions on improving the details of evaluation and improving the level of public service.Main conclusions: through the comparison of Suzhou rail transit service satisfaction evaluation system and field survey results,we can see that there are some problems in the evaluation of service satisfaction of Suzhou rail transit,such as the inconsistency between the satisfaction evaluation and the actual situation,the lack of public participation mechanism,the incomplete content of satisfaction evaluation and the lack of standardized evaluation process.The index system is not perfect,the evaluation method lacks objectivity,the lack of professionalism of evaluation personnel and the evaluation supervision consciousness is not strong.The problems can be solved from the following four aspects: optimizing the satisfaction evaluation index system,establishing the objective satisfaction evaluation model,paying attention to the professional ability training of the evaluation personnel,and strengthening the service satisfaction evaluationsupervision.The new evaluation model includes 7 first-class indicators(inbound and outbound service,train operation,riding environment,equipment and facilities,passenger complaints,ticketing situation,Suzhou E-travel)and 43 second-class indicators,which are weighted by analytic hierarchy process(AHP).The results of the new model are in good agreement with the actual service evaluation results of Suzhou rail transit.