Study On Wuhan Public Rail Transit Service Quality Evaluation And Improvement Path From The Perspective Of Public Satisfaction

At present,with the acceleration of urbanization and the increase of traffic demand,urban rail transit system has been developed rapidly.As an efficient,environmentally friendly,safe and convenient means of public transportation,urban rail transit system can help alleviate traffic congestion in urban areas,reduce energy consumption,improve air quality,enhance urban image and attractiveness,and play an important role in promoting sustainable urban development and economic and social development.At the same time,the construction and operation of the rail transit system also needs a large amount of investment and technical support,which can drive the development of related industries,create job opportunities,and enhance the economic strength and competitiveness of the city.Developing rail transit system is an inevitable choice and important measure of urbanization and economic and social development.Therefore,it is of great significance to construct the satisfaction evaluation system of urban rail transit,combine the needs of citizens and find the optimal path of urban rail transit development for the development of urban rail transit,and improve the quality and competitiveness of urban rail transit.Based on the new public service theory and customer satisfaction theory,this study firstly evaluates the satisfaction of Wuhan public rail transit by means of literature review method and questionnaire survey,and then explores the existing problems of Wuhan public rail transit according to the satisfaction evaluation results,analyzes the causes of the problems,and proposes optimization countermeasures.In this study,the satisfaction evaluation model was established based on SERVPERF model,and six evaluation dimensions of tangibility,comfort,reliability,responsiveness,safety and empathy were determined.The satisfaction evaluation results show that the satisfaction of Wuhan public rail transit is high,but there are still some problems,such as high fare setting,low ride comfort,lack of evaluation and publicity,and lack of service awareness among service personnel.In this regard,the study proposed that the government,operating units and citizens should participate in the service quality optimization of Wuhan public rail transit,and the government should provide norms and supports in formulating policies,investing funds and optimizing operation management.Operating units need to introduce investment,improve facilities and service level,optimize management mode and improve service quality;The public needs to actively participate in the improvement of the quality of public rail transit service.Through the above research on the evaluation effect of public rail transit service quality in Wuhan City,the social effect produced by the government’s behavior of providing public rail transit service can be more comprehensively understood,the quality level of public rail transit service provided by the government can be better judged,the public rail transit service demands of the masses can be fully grasped,and problems in the process of government service can be accurately identified.It helps decision-makers to make scientific and quality decisions.