Research On Improving Service Quality Of ChangSha Metro

With the rapid development of China's economy,China's urban construction is accelerating and the traffic pressure is growing.In the pursuit of high level and high quality of life,higher demands has been presented on comfort of transportation.I n this paper,rail transit and metro are taken as the research object.The service quality,the riding condition and the passengers' satisfaction are improved by estimate of service quality by means of collecting the passengers' opinions in questionnaire survey.In this paper,the main research contents and results are as follows:1.Through the discussion and the brainstorming,the content,the form and the investigation of the questionnaire were determined.Gathering data and processing information offered he support for factor analysis.2.By analyzing and arranging the survey data,dimension division in SPSS was realized by factor analysis and the observed indexe was re-divided into five dimensions to construct the service qualit y evaluation system of Changsha metro.The adaptability of the questionnaire was analyzed to verify that the questionnaire was well structured and reasonably divided and the weight of each dimension was determined.3.According to the relationship between dominant variables and the relationship between dominant variables and invisible variables,satisfaction model of Changsha metro was built.Analysis of the correlation degree between the variables by the Amos software showed that the path coefficient between the invisible variables and the coefficients between the invisible variables and the dominant variables were obtained.It is concluded that the clarity of direct identification in subway station,the civilization of passengers and ticketing efficiency influence the qualit y of service to the maximum extent.The fuzzy comprehensive evaluation method is adopted to find that the passengers are generally satisfied with the service of Changsha metro.4.Based on the service quality gap analysis and satisfaction evaluation results,this paper puts forward an improvement scheme for Changsha metro service,sets the corresponding service improvement strategy,and improves the perceived ser vice level of passengers.