Comprehensive Evaluation And Analysis The Level Of Railway Passenger Service

With railway lines on a large scale construction in China, the railway line built network gradually, the capacity will be greatly released, the railway transportation will face increasingly fierce market competition, however, the passenger transportation market competition is quality and product quality’s competition.Under the condition of market economy to improve product quality for customer purpose is the natural selection of the enterprise, it is the foundation of the enterprise to survive and development. If railway transportation industry wants to gain a foot in the increasingly fierce market, the most important thing is to improve the quality of passenger transportation market service management,and improve the overall quality of service, but compared with other modes of transportation, railway passenger service work of our country still exists many problems, the quality of service consciousness and service quality management and so on.Therefore, help the railway passenger transport enterprises to establish a good quality management system is very important and it has high research significance.Customer is the foundation of every enterprise exists, in the transportation market, the enterprise depends on more and more passengers, this paper firstly summarizes the relevant research results at home and abroad, systematically describes the railway passenger service system and the theory of customer satisfaction; On this basis, the fusion of two macroscopic and microscopic levels of customer satisfaction evaluation model, constructing the railway passenger satisfaction evaluation method, to determine the assessment method; Then according to the model, and each link in the system analysis on railway passenger service and service quality factors, on the basis of building the railway station passenger service quality evaluation index system, which is to determine the index quantification and weight calculation; Finally with every line of Shenyang north station railway passenger satisfaction survey as the background, using the fuzzy comprehensive evaluation method to analyze the Shenyang north station service quality-and to explore the quality of railway passenger using the method of passenger satisfaction to find out key factors affecting the quality of railway station passenger services, and put forward the corresponding opinions and Suggestions, finally put forward some improving measures.