Research On Passenger Service Quality Optimization Of High-Speed Railway Station Based On Passenger Satisfaction

With the rapid development of the railway passenger transport industry,People’s Daily travel needs have been basically met,so the focus of the current high-speed rail passenger transport industry has gradually shifted from product optimization to service optimization.At the same time,considering that the current public health events have a great impact on the highspeed rail passenger transport industry,in order to further improve the industry,only by fully understanding the needs of passengers and constantly improving its service quality can it stand out from all kinds of transport industries.Aiming at the high-speed railway station under the prevention and control of public health events,this paper attempts to construct a scientific and reasonable passenger service quality evaluation system of high-speed railway station and puts forward improvement suggestions through case analysis.This paper firstly combs the theory of railway passenger service and passenger satisfaction.Based on the ACSI and ECSI models,some evaluation indexes are selected in the form of subject-objective combination.The remaining indexes after screening constitute the final evaluation system of passenger service quality.Among the subjective qualitative indicators,the perceived quality indicators are security,convenience,time,comfort and economy.Then the structural equation model is selected as the subjective qualitative index evaluation method,and a structural equation model conforming to the service characteristics of high-speed railway station is constructed by referring to ACSI and ECSI.The quantitative index is obtained by Anylogic simulation software.In order to reflect the pedestrian entering process under the current public health events,the expected speed in the social force model was modified by introducing the two variables of pedestrian density and the familiarity with the environment,and the revised social force model was applied to the simulation.At last,the subjective and objective evaluation indexes are weighted by the order relation analysis method and hierarchy is established,and the comprehensive evaluation method of passenger service quality of highspeed railway station is proposed.Finally,this paper takes Harbin West Railway Station as the research object for example analysis.Its subjective qualitative indicators are collected by questionnaires.Through fitting evaluation of the theoretical model,the revised passenger satisfaction index model is obtained after passing the test,and the satisfaction score is calculated.The objective index is obtained through pedestrian entering simulation,and the simulation value is substituted into the evaluation criteria.Finally,the service quality level of the station is obtained through comprehensive evaluation.In addition,the evaluation results of each index of high-speed railway passenger service quality are analyzed,and some optimization suggestions are given.