The Research On Service Quality Evaluation And Promotion Of Nanjing Metro Station

With the rapid development of expanding the city population and city economy,the traditional methods of public transport has been unable to meet the city residents growing demand for travel,ground transportation increasing congestion has become a problem that must be faced in the process of reform and development of the city and city rail transportation industry will come into being.C ity subway with large capacity,fast speed and high security and natural advantages,can satisfy the reasonable needs of passengers,has gradually become the preferred travel city residents.In recent years,many large and medium-sized cities have accelerated the pace of subway construction.With the continuous opening of the subway line,the network traffic is also rising,passengers on the subway industry,the quality of service requirements are also getting higher and higher.At the same time,subway station serves as the "window" of the passenger service in the subway,and the quality of the service will directly affect the image of the city.Nanjing metro line officially launched operations in October 2005,after nearly 12 years of development,now the Nanjing subway is the seven line operation,the subway network throughout the city,it brings great convenience to the people of Nanjing travel.At the same time,the number of subway station by 16 initially increased to 139 now,the station number increase means that the quality of service management more difficult,how to effectively improve the quality of service to the subway station passenger satisfaction,has become an important topic in the Nanjing subway is now facing.According to the relevant theoretical basis of service quality evaluation methods,comprehensive use of literature review,questionnaire survey and statistical analysis,the current situation of service quality of subway station in Nanjing currently conducted evaluation.First introduces the related definition,and expounds the theory of service quality elements,service quality evaluation model and method;then using the classic five dimensional model of service quality evaluation based on combined service characteristics of Nanjing subway station,a perfect five dimensional model is consistent with a Nanjing subway station service.At the same time,the SERVQUAL scale in the corresponding wording,title and specific indicators by modifying the corresponding adjustment,to design a questionnaire evaluation system of Nanjing subway service and matching the quality of service;and then the questionnaire of Nanjing subway station for further research,and on the basis of the questionnaire results is discussed in the quality of service on the Nanjing subway station,through the analysis of the problem and find the basic reasons of the weak link of Nanjing subway station service quality;finally the characteristics and needs of different passengers to explore and analysis to a certain extent,the Nanjing subway station service quality on the basis of the promotion strategy.