城市轨道交通乘客满意度研究

Research on passenger satisfaction of urban rail transit

近年来,我国城市轨道交通发展迅猛,大规模网络化运营已成为必然趋势。在这种大背景下,城市轨道交通运营企业应在确保安全运营的基础上,关注运营服务质量,提高乘客满意度。为此,文章基于乘客满意度相关理论,对影响乘客满意度的因素进行分析,构建乘客满意度评价指标体系,并选取适当的评价模型;然后依托北京地铁开展的一次乘客满意度调查,利用构建的乘客满意度评价指标体系和选取的评价模型对调查结果进行分析和评价,以挖掘亟需改进的服务问题;最后针对发现的服务问题,提出改进对策,以期为城市轨道交通运营企业改善服务质量、提高乘客满意度提供参考和借鉴。

In recent years,China’s urban rail transit has developed rapidly,and extensive network operation has become an inevitable trend.In this context,urban rail transit operation enterprises should pay attention to the operation service quality and improve passenger satisfaction on the basis of ensuring safe operation.Therefore,based on theories related to passenger satisfaction,this paper analyzes the factors affecting passenger satisfaction,constructs an evaluation index system for passenger satisfaction,and selects an appropriate evaluation model.Then,based on a passenger satisfaction survey carried out by Beijing Subway,the survey results are analyzed and evaluated by using the constructed passenger satisfaction evaluation index system and the selected evaluation model,so as to explore the service problems that need to be improved.Finally,according to the service problems found,this paper puts forward improvement countermeasures,in order to provide reference for urban rail transit operation enterprises to improve service quality and passenger satisfaction.