| subway is not only the embodiment of a city’s economic strength,but also a symbol of urban civilization and a window of the city’s image.Urban rail transit has been booming in the past decade,and is considered as one of the most important sustainable means of transportation in the country’s first and second tier cities in dense population.By 2022,Jinan Rail Transit Group(hereinafter referred to as Jinan Metro)has officially operated 3 lines,with an operation length of 84.1 kilometers,and the operation time has been more than 3 years.Currently,in the second phase planning,6 new lines are being accelerated,with a total length of more than 200 kilometers under construction,which will be completed and opened to traffic in 2023-2035.In order to provide a comfortable riding environment for passengers and a standardized service quality evaluation system for the subsequent line construction,this thesis formulated reasonable service quality improvement strategies based on the evaluation of the current service quality of Jinan Metro and market research data,and put forward constructive suggestions and plans for the next development of Jinan Metro.Based on the review of domestic and foreign scholars’ service quality research and combined with the status quo of Jinan metro service operation,the research idea of this thesis is put forward.First,based on the results of the questionnaire on the satisfaction of Jinan rail transit service quality,the present situation and problems of Jinan Metro service quality are analyzed,and the evaluation index system of Jinan Metro service quality is determined by Delphi method.It is divided into six categories of evaluation indexes including safety,reliability,comfort,etc.,which also covers 15 categories of second-level evaluation indexes and more than 30 categories of third-level subdivision evaluation indexes,including the safety of online services and the reliability of facilities inside and outside the station.Secondly,the analytic hierarchy process(AHP)and MATLAB software are used to calculate the weight of each service quality evaluation index.The results show that the importance of safety,reliability and comfort is relatively high.Among them,the safety of train running,the reliability of facilities inside and outside the station,the convenience of information providing,the weight of station,train environment and pricing strategy are relatively high.We should pay great attention to it.Thirdly,this thesis takes the evaluation results of random sampling passengers of Jinan Metro as the basis and brings the data into the service quality evaluation system.The final evaluation result is 4.3552,indicating that the service quality of Jinan Metro is generally good,but there is still room for improvement.Finally,according to the evaluation results,this thesis presents service quality improvement strategies such as improving the existing station equipment and facilities,increasing the construction of human culture,and strengthening the service ability and level of staff.The Ji’nan Subway service quality evaluation index system constructed in this thesis can not only evaluate the current lines in operation,but also lay a solid foundation for the future line operation.By providing humanized,human culture and distinctive services to improve passenger satisfaction,it can add more stone to the construction of Quancheng with "great strength,beauty and Futong". |
