Research On Improving The Public Service Quality Of Railway Passenger Terminals Based On Passenger Perception

Railway transportation is an important part of the country’s comprehensive transportation system.As an important public infrastructure for railway transportation,railway passenger terminals play an increasingly important role in people’s daily travel.However,the public service of the railway passenger terminal has exposed a series of problems that affect the travel experience and perception of passengers.Passengers are the objects of public services in railway passenger terminal stations,and it is imperative to improve the service quality by evaluating the public service quality of railway passenger terminal stations.At present,domestic and foreign research on the public service quality of railway passenger terminal stations from the perspective of passengers has achieved some results,but there are still some problems that have not been paid attention to and resolved,mainly in the following aspects: First,in the construction of the indicator system,Most of the existing results are based on the content of public services in railway passenger terminal stations or the research results of domestic and foreign scholars,failing to fully investigate the needs of passengers;second,the role of passengers in the public service quality evaluation of railway passenger terminals is more In terms of passenger satisfaction and passenger perception,passengers have not been able to participate in the evaluation of the public service quality of railway passenger terminal stations from beginning to end,and the evaluation results cannot fully reflect the voice of passengers to a certain extent.Based on the above research status,this thesis proposes to take the passenger perspective as the guide,from the aspects of obtaining passenger demand to construct an index system,public service quality factor empowerment,public service quality importance-satisfaction evaluation,etc.,full participation by passengers in railway passenger terminal public In the service quality evaluation,to a certain extent,the research perspective of improving the public service quality of railway passenger terminal stations has been broadened.In order to solve the above problems,this thesis is based on the theory of new public services,and on the basis of theoretical analysis,uses the 5W1 H method to collect passenger demand,build a public service quality evaluation index system for railway passenger terminal stations,and design and issue public service quality importance-satisfaction Based on the passenger’s perspective,the public service quality improvement model of railway passenger terminal stations is constructed using quality function deployment(QFD)and grey relational analysis research methods.Taking Tianjin West Railway Station as the empirical research object,using this model to deeply dig out and analyze the six public service quality elements that Tianjin West Railway Station urgently needs to be improved: facility allocation and maintenance,personnel services,station order,toll operation,traffic connection,Graphic signs,and proposed targeted public service quality improvement measures.