城市轨道交通乘客满意度评价应用研究

Research on Application of Passenger Satisfaction Evaluation in Urban Rail Transit

目前,国内不少建有轨道交通系统的城市都十分重视乘客满意度的评价,评价的结果已成为政府和企业改善轨道交通运营服务的重要决策依据。上海申通地铁集团基于《城市轨道交通乘客满意度评价方法》这一标准,对乘客满意度评价工作进行了不断的完善。介绍了涉及乘客满意度评价的指标体系、评价模型以及主客观评价方法,结合案例,对乘客群体进行了满意度差异化分析,对偏低的指标提出了相应的改善对策。

At present, the evaluation of passenger satisfaction for rail transit system has been paid great attention in many cities in China and its evaluation results have become an important decision basis for the government and enterprises to improve rail transit operation services. Shanghai Shentong Metro Group has continuously improved the evaluation of passenger satisfaction based on the standard of Evaluation Method of Passenger Satisfaction for Urban Rail Transit. The index system, evaluation model and subjective and objective evaluation methods of passenger satisfaction evaluation are introduced;the satisfaction difference of passenger groups is analyzed with the cases;and the corresponding improvement measures for the lower index are given.