轨道交通线网运营服务质量提升策略研究——以合肥轨道交通为例

Research on the Strategy for Operation Service Quality Improvement of Rail Transit Network--Taking Hefei Rail Transit as an Example

在建设地铁向经营地铁转变的大背景下,为强化运营主业、提升服务质效,合肥轨道交通运营有限公司发挥标准引领作用,针对前期存在的服务质量标准体系缺失、基层现场服务能力不足、信息技术手段运用不强等问题,从服务体系、服务能力、服务供给入手,全力构建客运服务管理标准体系,不断提高乘客的忠诚度、信任度与满意度,通过“标准化、信息化、数字化、智慧化”一体融合发展,为乘客提供了更加便捷的出行体验,使轨道交通线网运营服务质量显著提升。

Under the background of the transformation from subway construction to subway operation,in order to strengthen the main business of operation and improve service quality and efficiency,Hefei Rail Transit Operation Co.,Ltd.exerts the leading role of standards.In view of the existing problems of lack of service quality standards system,lack of field service capability at grassroots level and weak use of information technology means,the company starts with service system,service ability and service supply,strives to build a standards system of passenger service management,and constantly improves the loyalty,trust and satisfaction of passengers.Through the integrated development of“standardization,informatization,digitalization and wisdom”,it provides passengers with a more convenient travel experience,and significantly improves the quality of rail transit network operation service.