Metro Service Quality Based On Improved SERVQUAL Scale-research On Perceived Value-passenger Satisfaction Model

After the reform and opening up,the speed of economic development has increased,and people’s consumption concepts have gradually changed along with the increasing need for a better life.The increasing demand for service consumption is a new development trend.With the advancement of science and technology,many citizens’ daily lives have undergone great changes,and they have also created new requirements for subway transportation services.The original monotonic displacement demand from station to station has begun to fail to meet people’s expectations for subway transportation.People began to yearn for the demand for enjoyable transportation services with high comfort,good safety,and high punctuality.On this basis,discussing how passenger satisfaction is affected by the quality of subway service is currently a hot topic.This paper fully summarizes the research literature in the fields of domestic and foreign service quality,satisfaction,new needs for subway service development,perceived service quality and satisfaction,and summarizes previous studies on service quality and passenger satisfaction,and selects a more practical SERVQUAL quantity The table is the core foundation.On this basis,we will improve and deepen the research,and establish a set of urban service quality as the basis,which will affect the perceived value,and finally have a fluctuating impact on passenger satisfaction.It proposes the use of seven different judgment standards for subway service quality.Quantification includes intelligence,connectivity,tangibility,empathy,assurance,reliability,and responsiveness.The perceived value of intermediate variables includes functional value,experience value,and cost value.Through investigation and analysis,a series of screening and verification of collected data,including project zoning analysis,reliability and validity testing,etc.Subsequently,a formal survey was conducted based on the revised questionnaire,and online network surveys and on-site questionnaire surveys were used to ensure the typicality and validity of data sources.A total of 354 sets of valid data were collected and used as data for quantitative research on service quality.basis.Use SPSS software factor analysis,correlation test,regression analysis and other auxiliary methods to analyze the hidden factors in the data,find out the relationship between them and passenger satisfaction,and establish the relationship between service quality and passenger satisfaction.The research of the thesis concludes that passenger satisfaction is obviously affected by subway service quality,which is mainly reflected in intelligence,but also partially in other aspects,while functional value,experience value and cost value have some intermediary effects..Based on this,on the basis of testing hypotheses,with the help of the actual conditions of the subway,some development suggestions are put forward.