Study On Passenger Satisfaction Evaluation Of Urban Rail Transit

After nearly 20 years of rapid development,China’s urban rail transit has entered a new stage of network operation.Passengers have put forward higher requirements for the service quality of the operating units.The competent departments of the industry have also issued service quality evaluation management measures and specifications to further strengthen supervision.Therefore,ensuring service quality has become the focus of the work of all operating units.Passenger satisfaction evaluation is the direct feedback to the service quality of the operating unit,which is of great significance.In order to help operating units actively apply passenger satisfaction evaluation and continuously improve service quality and the level of operation through passenger opinions,this paper conducts theoretical and empirical research on passenger satisfaction evaluation of urban rail transit.This paper first expounds the theories related to urban rail transit,urban rail transit service quality,customer satisfaction,and passenger satisfaction,and analyzes their definition connotations and characteristics.Secondly,analyze the positive significance of passenger satisfaction evaluation to the operating unit,determine the selection principle of evaluation indicators,and sort out the framework of the evaluation index system.Through the literature research and collation,the initial comprehensive evaluation index system was obtained,and the final comprehensive evaluation index system was constructed after screening and optimization and adjustment of the evaluation indicators by using expert and passenger interviews.The passenger satisfaction of urban rail transit has the characteristics of fuzziness,hierarchy and totality.Therefore,the method of combining the tomographic analysis method,fuzzy comprehensive evaluation method and CRITIC method is selected to comprehensively evaluate the passenger satisfaction.The Delphi method and analytic hierarchy process are used to calculate the weight of the criterion layer,and CRITIC method is used to determine the weight of the primary and secondary indicators.Due to good adaptability and simple operation,the service performance model is selected as the evaluation model,and the Likert5-level scale is used to quantify the evaluation indicators.Finally,taking Chongqing as an example,the investigation scheme is designed to carry out passenger satisfaction evaluation research,Obtain the overall satisfaction of Chongqing rail transit passengers through comprehensive evaluation.The advantages and weak points of operation service are found out by using the quadrant chart method,and practical improvement measures and suggestions are put forward for improving the service quality and level of Chongqing urban rail transit.