Study And Practice On Customer Satisfaction Measure Method Of Railway Passenger Train

Customer satisfaction is a important standard of measuring the quality of product and service , also a main measure of testing business to meet the requirements of users and satisfied them .Emphasizing the satisfaction of customer is a great significance to improve the core competitiveness of enterprises. With the development of economic and social, customer's demanding to the quality of service industries have become increasing. If the rail passenger services enterprises want to get greater market share in market competition, it is necessary for them to improve the passenger service quality. Railway passenger train is an important part of rail passenger transport system, the quality of passenger service quality has a direct impact on the quality of passenger rail passenger transport, and enhancing customer satisfaction of the passenger train is an important component part to improve the quality of rail transport. So how to improve customer satisfaction of the railway passenger trains and how to meet passenger demand is an urgent and arduous task.In this paper, "the Measurement of evaluating the Customer Satisfaction on railway passenger train and practice", the background and significance of customer satisfaction of the railway passenger train ,customer satisfaction, as well as railway passenger transport and other related theories are reviewed. In conjunction with the actual situation of the railway passenger trains, it has a study on the evaluation of the quality of service and improving the management. Also it explore to how to improve the level of customer satisfaction on the railway passenger train and to improve overall competitiveness of the rail passenger train.The paper, at first, research a wide range of factors which would impact the service satisfaction from different aspects, explore the indicators evaluation of the passenger train service quality, and selects indicators of customer satisfaction survey through the investigation and pre-AHP (AHP) analysis. The second, according to the survey targets and indicators for the evaluation of reasonable classification, it made rail passenger train's customer satisfaction index system in learning at home and abroad Satisfaction Index survey of the model .At last, this paper research on the customer satisfaction of the TaiYuan Railway Bureau's passenger trains of Shanghahi .The investigation use expert advice and AHP to determine the weighting factors in the customer satisfaction index system. According to the customer satisfaction index survey and evaluation of weight, the article works out the appropriate strategy to enhance customer satisfaction. Based on the passenger train customer satisfaction research, it found that the passenger train's problems, and then according to specific targets for improving services to enhance the level of customer satisfaction. The author researches evaluation and improvement of customer satisfaction of trains of Shanghahi of as an example, which will give practical and instructive help to improve current passenger service status and level of the TaiYuan Railway Bureau's passenger service.