Research On Passenger Satisfaction Evaluation Of Public Service In Kunming Metro

In the entire public management system,the development of public management and the provision of public services are centered the relationship between supply and demand.The government conducts public management work by providing public goods and public services to the general public in an appropriate form.Meanwhile,public services have become an increasingly important function for the government due to the demand of general's public services.In order to build a modern service-oriented government,and to provide public services which meet the public need,we should go deep into the public,understand the public,seize the needs of the public,and understand the voices of the people.The Kunming Metro is a quasi-public product.How to provide effective public services to the public and ensure that the supply of services can be effectively connected with the public needs is an important function of the Kunming public transportation system.This paper makes an empirical study on passenger satisfaction of the public service of Kunming metro.This paper applies the customer satisfaction theory to the metro industry,and builds the Kunming Metro Public Satisfaction Model(MPSI)based on the China Customer Satisfaction Index Model(CCSI).According to the MPSI model.a suitable Kunming metro passenger satisfaction evaluation index system is established according to the characteristics of Kunming citizens.Based on the established evaluation index system,a specific implementation plan is formulated to understand the public's satisfaction with Kunming subway service.At the same time,a large number of people were selected to conduct extensive questionnaire survevs to further obtain first-hand information on satisfaction.After obtaining the relevant data,the computer software SPSS 20.0 statistical data was used to mine the value behind the data,and analyze the passenguer satisfaction of Kunming Metro.Using the importance-satisfaction quartile method to analyze the results of questionnaire data,and find out the existing problems.and at the same time determine the priority improvement direction.Combined quantitative and qualitative methods we propose the practical improvement to cover the Kunming Metro public service short board.Which is effectively improved the matching between public transportation supply and public demand in Kunming.