Evaluation Of Rail Transit Service Quality Based The Quality Of Function Development

The development of urban rail transit is one of the important ways to achieve low-carbon transportation and slow global warming.In recent years,the Chinese government has invested a large amount of funds in public transportation construction and focused on the development of urban rail transit.This is a major measure to implement low-carbon transportation and improve the urban environment.However,with the “explosive” growth of rail transit facilities,the corresponding service quality has not been improved simultaneously,and the contradiction between the increase in the number of rail transit facilities and the lag in service quality has become increasingly prominent.This makes people choose private cars more when they travel,resulting in a slow rise in rail transit rates.The problems of urban traffic congestion,frequent accidents,and environmental degradation have not been substantially resolved.At present,domestic and foreign scholars have done some research in the field of rail transit service quality evaluation,and the research focuses on two aspects: “eva luation model and method selection” and “evaluation index system construction”.In the selection of evaluation models and methods,the methods used in China are rela tively simple.We can learn from foreign experience and build a new evaluation mo del through a combination of various methods.In terms of the construction of the i ndicator system,although these studies have consulted passengers,passenger demand is often used directly as an evaluation index.This process lacks a scientific and q uantitative method.The evaluation indicators cannot fully reflect the passenger dema nd.It is easy to lead to the subjectiveness of the evaluation results,which can not reflect the characteristics of rail transit "serving the people".Based on this problem,this paper introduces "Quality Function Development" and combines various quantit ative methods to construct a new rail transit service quality evaluation model based on passenger demand.The model consists of three parts: evaluation index system co-nstruction,service quality questionnaire survey,and importance-satisfaction analysis.In the first part,the rail transit service quality evaluation index system is established by constructing a two-stage quality house model.The “left wall” of the first and second-order quality houses is the first-level and second-level evaluation indicators,and the “ceiling” of the second-order quality house is the three-level evaluation index.The index weights are calculated by the rough analytic method and the independent collocation method respectively.In the second part,the questionnaire is designed based on the indicator system,and the rationality of the indicator system is verified through pre-survey.After the verification is passed,a formal investigation is conducted,and the overall service level of the rail transit and the scores of each service quality factor are calculated based on the passenger scoring data.The third part summarizes the passenger evaluation scores and importance scores of each indicator,draws the importance-satisfaction matrix,and determines the priority improvement measures based on passenger demand according to the distribution of each indicator.This paper takes Tianjin as an example for empirical research.Research shows that QFD can provide a new quantitative assessment method for rail transit service quality evaluation.QFD is combined with other quantitative methods to realize the scientific transformation of “who needs what passengers” to “how to meet passenger demand” and reflects the “people-oriented” service concept of rail transit.The empirical results show that the current level of Tianjin rail transit service quality is generally good,but there are still some shortcomings in the information service inside and outside the station,the transfer service outside the station,the intelligent ticket checking and the ticket purchasing service.In view of these problems,this paper puts forward specific suggestions and measures to the rail transit department from four aspects: mining passenger demand,building urban rail transit and public transport integrated operation mode,building intelligent cloud service platform,and strengthening internal staff training.These recommendations aim to improve the quality of Tianjin's rail transit services,improve traffic problems,promote urban environmental protection and achieve low carbon development.