Study On The Passenger Service Satisfaction Of Chengdu East Railway Station

With the continuous encouragement of the support policies of the high-speed rail industry from the "Eighth Five-Year Plan" to the "Fourteenth Five-Year Plan" of China’s national economy,the continuous innovation of CHSR(China High-speed Railway)technology and the acceleration of CHSR construction,but the improvement speed of high-speed rail passenger service quality has not kept pace with the overall development of CHSR.The satisfactory situation of high-speed rail passenger service affects the competitiveness and reputation of CHSR in the passenger transportation market.The CHSR passenger transport management has the characteristics of node-based and flexible sub-control,and the complete high-speed rail passenger service consists of high-speed rail stations,trains,dispatching centers and other parts.The passenger service of highspeed rail station consists of three parts from the perspective of service process: before and after entering the station,activities in the station,and before and after exiting,focusing on the service-related software and hardware facilities,passenger management methods,and manual services that passengers come into contact with inside and outside the station,which is the focus of CHSR passenger service.In order to better understand the satisfaction of passengers with station services,this paper takes passengers of Chengdu East Railway Station as the survey object,analyzes the factors affecting service satisfaction and proposes service optimization strategies by investigating the current situation of passenger service satisfaction at Chengdu East Railway Station.By learning some relevant essays at home and abroad,this thesis decided to design a questionnaire and conduct a questionnaire survey on the basis of the SERVQUAL model theory and the passenger service of Chengdu East Railway Station.The questionnaire data was collected by sending out online questionnaires on the spot.Then SPSS was used to make statistical description of the data and analyze the relationship between each item and each dimension.Through the analysis,we found that there are disparities in the service satisfaction of passenger groups of different ages,educational qualifications,ride frequency and income in five aspects: responsiveness,guarantee,reliability,tangibility and empathy,and it is concluded that there is also a mutual influence between these five dimensions.Therefore,the author believes that tangible satisfaction can be improved by improving the personalized service mechanism,and the score of empathy can be improved by standardizing job responsibilities and improving service awareness.For reliability and guarantee,the station’s professional level and problem-solving ability can be improved by strengthening the training of actual combat exercises and optimizing the supervision and assessment mechanism.