Evaluation Of Chongqing Rail Transit Service Quality Based On Passenger Perception

While rail transit brings huge economic,social,and environmental benefits,its high-density passenger flow will also directly lead to a decline in service quality.For example,the huge increase of passenger flow brought by the opening of rail nodes in some large business districts and tourist attractions may lead to overload operation of relevant facilities and equipment,which will lead to a series of problems with poor experience,such as crowded carriages,the safety of passengers’ personal and property is not guaranteed,and the smell in the vehicle is serious.With the improvement of people’s demand for quality of life,the demand for intangible services attached to tangible products is growing.They are no longer satisfied with basic transportation needs,but further pursue high-quality travel experiences.It also puts forward higher requirements for the quality of rail transit services.Therefore,this paper studies the service quality of urban rail transit from the perspective of passenger perception,and seeks ways to improve the service quality.This article is based on the customer-perceived service quality theory,combined with the SERVQUAL scale to construct an urban rail transit service quality evaluation index system.This paper uses a combination of qualitative analysis and quantitative analysis,a combination of theoretical analysis and case analysis,and comprehensively uses economics,management,and statistics.The research methods and techniques of systematic analysis of disciplines provide reference for the evaluation and improvement of urban rail transit service quality.The specific research content is as follows:(1)Based on SERVQUAL theory and related research,the paper first constructs an evaluation index system from five aspects: tangibility,reliability,assurance,comfort,and timeliness.Combined with the method of system analysis and literature review,27 evaluation indexes are preliminarily selected and explained,and the evaluation index system of urban rail transit service quality based on passenger perception is preliminarily constructed.(2)Secondly,relevant data are collected through questionnaire survey.Reliability analysis,validity analysis and exploratory factor analysis are conducted on the preliminarily constructed evaluation index of urban rail transit service quality to test the validity and reliability of the scale.Finally,the evaluation index system of urban rail transit service quality is determined.(3)Based on exploratory factor analysis,I take Chongqing as an example to conduct empirical research,and conduct field surveys at Lianglukou and Hongqihegou sites.Principal component analysis and analytic hierarchy process are used to comprehensively weight the indicators,and fuzzy comprehensive evaluation method is used to evaluate the quality of Chongqing rail transit service.Finally we use the importance-satisfaction analysis to further analyze the quality of Chongqing rail transit service.(4)Finally,through the analysis of the empirical results,we put forward the strategies to improve the service quality of urban rail transit,so as to promote the further development of urban rail transit.The research results show that the evaluation result of Chongqing rail transit service quality is relatively satisfactory.In the importance-satisfaction analysis,the following indicators of poor service quality need to be improved.These indicators including the channels for complaints,the speed of response,the enthusiasm for work,the initiative to help,the attitude to deal with complaints,the training degree of the staff,the roominess degree of the carriage,the cleanliness degree of the toilet,the advanced degree of the facilities inside the carriage,the convenience degree of buying tickets,the internal environment and ventilation degree of the carriage,the noise degree of the train operation.