Evaluation Of Railway Passenger Satisfaction Based On 12306 Passenger Service Center Consultation Data

In recent years,with the continuous improvement of China’s railway network,the scale of railway passenger transport is also expanding continuously.How to provide higher quality passenger services has become the focus of railway passenger transport work.Based on the consultation data of 12306 passenger service center,analyzing the relevant data of passenger satisfaction and evaluating the level of passenger satisfaction with various services is of practical significance to grasp the level of passenger satisfaction with railway services in a timely,accurate and comprehensive manner,to build a good closed-loop feedback system for passenger services and to improve the quality and competitiveness of passenger services.This paper firstly analyzes the differences between domestic and foreign passenger satisfaction evaluation and the research work of Chinese official railway agencies on passenger service satisfaction from four aspects: passenger satisfaction research object,evaluation method,index system and data acquisition,and proposes a research plan to build a multi-level Fuzzy Comprehensive Evaluation system based on business content and data characteristics driven by the consultation data of 12306 passenger service center.Secondly,this paper sorts out the business data composition and optional extraction methods of 12306 passenger service system,carries out targeted statistical analysis of business data from five aspects: passenger consultation,complaint,resorting,praise and suggestion,and summarizes the main factors affecting satisfaction.According to the classification of influencing factors,this paper proposes a three-level index system for evaluating railway passenger satisfaction covering six aspects: safety,economy,speed,convenience,service management and environmental facilities,with a total of 17 measurement factors,and focuses on the calculation method of individual indexes based on passenger complaint data.Based on this index system,this paper combines Analytic Hierarchy Process and secondary Fuzzy Comprehensive Evaluation methods to achieve a formal description of the evaluation index set,and completes the construction of an overall Fuzzy Comprehensive Evaluation model based on the weight matrix.Finally,this paper selects the business data of 12306 Beijing passenger service center in 2019 as a sample to carry out evaluation validity verification of the comprehensive model and proposes improvement measures for railway passenger services.The research results show that the comprehensive evaluation system of passenger satisfaction studied in this paper can reflect passengers’ opinion on railway services from multiple perspectives in a relatively fair manner,and can be used by enterprises to quantitatively analyze the satisfaction of various services and propose improvement measures in a targeted manner.This paper has 26 figures,13 tables and 81 references.