Research On Public Service Quality Evaluation Of Chongqing North Railway Passenger Station Based On Passenger Satisfaction

As an important public infrastructure for railway transportation,railway passenger station plays an increasingly important role in people's daily transportation.With the improvement of people's living standards,the people's expectation for high-level services has been continuously enhanced.How to provide satisfactory services for passengers and give full play to the functions of public services on the premise of ensuring the safe operation of railway passenger stations,which is an important task in the management of railway passenger stations.This paper takes Chongqing North Railway Station as the research object,analyzes the main factors affecting the service quality in the process of providing public services to passengers,constructs the public service quality evaluation system of railway passenger station,and seeks to improve the quality of service.It has certain reality.Meaning and theoretical value.This paper first defines the basic concepts of services,public goods,public services,and service quality,discusses the public characteristics of railway passenger station services,and reviews related theories and analytical methods at home and abroad.On the basis of the SERVQUAL evaluation model,according to the basic principles of the evaluation index system,combined with the characteristics of the public service of the railway passenger station,the public service quality evaluation system of the railway passenger station was preliminarily established.Secondly,according to the analysis of the results of the on-site questionnaire survey of Chongqing North Railway Station,the previously established evaluation system was revised to improve the validity and rationality of the evaluation scale.Finally,19 evaluation indicators consisting of 6 evaluation dimensions were established.Railway passenger station public service quality evaluation system.Through the methods of principal component analysis and correlation analysis,the comprehensive importance weights affecting the indicators of public service quality of railway passenger transport stations are calculated,and the order of importance of indicators is obtained.Using the weighted average method,the public service quality score of Chongqing North Railway Station is calculated to be 4.293 points,indicating that it has done a good job in public service,but there is still room for further improvement and improvement.Finally,through the analysis of "importance-performance",it is found that the Chongqing North Railway Passenger Station should improve the quality of public services based on eight service elements,and propose that the government and station management departments can optimize public services and improve passenger service from six areas: "establish a cooperation platform for the supply of public services of railway passenger stations","integrate railway passenger station and surrounding comprehensive service information","improve the construction of railway passenger station service facilities and transportation facilities","improve government and station opinion absorption and feedback mechanism","strengthen the professional quality of public service personnel at railway passenger stations",and "attach importance to station catering,commercial and paid special services".