Research On Passenger Satisfaction Evaluation Of Shijiazhuang Metro Under The Normal Of COVID-19 Prevention And Control

As the country continues to optimize and adjust preventive and control measures,the epidemic has now entered a stable phase,with society gradually returning to normal production order and increasing mobility of residents.The metro plays an important role in urban transportation and is gradually becoming the preferred mode of transportation for city dwellers.However,compared with first tier cities,Shijiazhuang metro accounts for a relatively low percentage of the residents’ travel structure.As people’s living standards continue to improve,passengers’ demands for metro service levels are also increasing.As far as the metro company is concerned,it should understand passengers’ needs and improve its service level to enhance its market competitiveness.This thesis takes Shijiazhuang metro as the research object and conduct passenger satisfaction research.Firstly,this thesis analyzed the related contents of customer satisfaction,structural equation model and customer satisfaction index measurement theory.Based on the customer satisfaction model,the factors influencing metro passenger satisfaction were analyzed from the perspective of perceived quality and perceived value;29 factors affecting metro passenger satisfaction were summarized through relevant literature,case studies and combined with the post-epidemic period,and the26 influencing factors in perceived quality were divided into five aspects: fast punctuality,convenience,comfort,safety and staff service.Secondly,based on the existing satisfaction theories,the theoretical model between perceived quality,perceived value and passenger satisfaction was constructed and the relationship hypothesis was proposed by combining the influencing factors of metro passenger satisfaction;based on the obtained influencing factors,a metro passenger satisfaction questionnaire was designed,in order to avoid large errors in the formal survey data and to improve the accuracy and reliability of the data,the pre-survey questionnaire was tested for reliability and validity,and finally the formal questionnaire was obtained after deleting three items that did not meet the requirements.Thirdly,the questionnaire was analyzed based on the valid sample data derived from the formal survey.Among them,descriptive statistical analysis,reliability testing,and difference analysis were mainly conducted on the sample data.Finally,a structural equation model of metro passenger satisfaction was established,and from the results of the model,it could be concluded that fast punctuality,convenience,comfort,safety,staff service and perceived value all have a positive effect on metro passenger satisfaction,with comfort having the greatest effect on passenger satisfaction;the satisfaction indices of each dimension were calculated and the results were all in the "relatively satisfactory",and based on the degree of influence of specific factors,targeted improvement measures were proposed to provide decision-making support for the Shijiazhuang metro operation management department,and could also be used for reference by similar cities.