铁路旅客满意度调查与客运质量分析——以侯马西站为例

Analysis on the investigate on railway passenger satisfaction and passenger transport quality:a case of Houmaxi Railway Station

随着我国社会经济的不断发展,交通运输越来越发达,各种运输方式之间的竞争也越来越激烈,人们在出行过程中选择交通工具的方式越来越灵活。铁路运输要想在激烈的市场竞争中占有一席之地,必须提高客运服务质量。铁路旅客满意度调查就是从出行选择铁路作为交通工具,对铁路车站的服务设施、服务质量、方便程度等的满意度调查。文章围绕旅客的需求及期望为重要因素,利用日常和节假日对侯马西站进行问卷调研,通过统计分析,寻找提高铁路客运质量的途径。

With the continuous development of Chinese social economy, transportation is more and more developed. The competition among various transportation modes is more and more intense. People choose the way of transportation more and more flexibly in the process of travel. If railway transportation wants to occupy a place in the fierce market competition, the quality of passenger service must be improved. The survey of railway passenger satisfaction is based on the satisfaction degree of railway selection as a vehicle and the service facilities, service quality and convenience degree of railway stations. This paper based on passenger demand and expectation as important factors,conducts a questionnaire survey on Houmaxi Railway Station by daily and holiday. Through statistical analysis, in order to find ways to improve the quality of railway passenger transport.