Evaluation Of Shenyang Metro Operation Service Quality Based On Passenger Experience

In experience economy era,the passengers as the core,timely understand the feelings and passenger demand,and to "experience" as a benchmark,applied to the subway operation service control,the subway operation enterprise service quality control is very important.Therefore,based on the passenger experience,this paper evaluates the service quality of subway operation enterprises,which is conducive to improving the service level of subway operation,so as to ensure the long-term development of the subway.First of all,the thesis analyzes the subway operation service quality,on the basis of relevant theories,based on the perspective of passenger experience,in accordance with the principles of index screening and subway operation factors influencing the quality of services,from the efficiency,convenience,comfort,ok,service,efficiency six aspects to create service quality evaluation index system of the metro operation.Secondly,according to the index system established above,the content of the questionnaire is planned,and the survey objects and methods are determined,and the questionnaire is tested and the travel value is based on the investigation.Thirdly,in the evaluation process,this article adopts the SERVQUAL evaluation method to evaluate the quality of metro operation service,and obtains the indicators that should be improved.Finally,the market data of Shenyang metro operation service quality survey is studied.This paper not only summarizes the short board of subway operation service,but also puts forward some Suggestions on improving the operation service quality of Shenyang metro.