Subway Service Quality Evaluation And Optimization

The city subway belongs to the rail transportation service industry,and the products offered are passenger displacement services.Due to the unique characteristics of the subway,it determines that the quality of urban subway service management is not only different from product quality management,but also from other service industry quality of service management.This dissertation focuses on the construction of subway operation service quality evaluation system and optimize and improve its service quality to carry out relevant analysis and demonstration.The main contents and research results include:1.Analysis of service characteristics of Urban Subway Transportation Industry.Through the research on passenger travel process and subway operation service content,it analyzes the characteristics of urban subway service,namely invisibility,perishability,differentiation,synchronization,science & technology-based,providing the basis for determining the dimension of service quality evaluation.2.Constructing the Evaluation Model of Urban Subway Service Quality.The questionnaire survey was carried out by SERVPERF evaluation method,and exploratory factor analysis method was used to analyze the questionnaire data.Finally,five public factors were selected,namely,the evaluation dimension of urban subway service quality,including response interaction,tangible control,time autonomy,ride comfort,ride convenience,and selecting 20 evaluation indicators to construct an evaluation model of service quality.3.To carry out assessment and diagnosis of the Tianjin subway service quality.Based on the service quality evaluation model,assessing the service quality of Tianjin subway service,and framing the diagnosis matrix of service quality of Tianjin subway based on the evaluation of the impact degree of service quality and recognition degree of the passenger,and making relevant service improving strategy.4.Optimization of the service quality of Tianjin subway is proposed.Using service blueprint technology and Gap Model of service quality with assessment and diagnosis data of the Tianjin subway service quality,this dissertation is to analyze,organize and improve the enterprise service process from micro-perspective,and to discuss the root cause of the gap resulting from the service quality before proposing the improvement plan,which aims at improving the level of passenger perceived service,reducing the gap between the level of passengers and their expectations,so as to improve the quality of service.