Research On Service Quality Improvement Of NN Rail Transit Operation Company

In recent years,with the rapid development of urban rail transit in China,more and more lines have been built and put into operation.Rail transit has become an important component of the urban transportation system.As a transportation industry,in the process of exerting the image of a city and serving the vast number of passengers,rail transit’s service quality has also received increasing attention from the public.How to scientifically evaluate and continuously improve the service quality is an important issue for rail transit operators.NN Rail Transit Line 1 was put into operation in June 2016.Up to now,NN Rail Transit has opened 5 lines,and according to statistics,it undertakes more than half of the passenger traffic volume of NN City’s public transportation.It is crucial for the daily travel of urban residents,and passengers’ requirements for the service quality are also increasing.This article aims to identify the service quality problems of NN Rail Transit Operation Company by analyzing its current service situation and based on a questionnaire survey,so as to propose effective improvement measures.This article begins with a literature review to understand the concepts of service quality,AHP and IPA analysis methods.Secondly,based on the service quality status of NN Rail Transit Operation Company and the SERVPERF model,this article constructs a service quality evaluation system with five dimensions and27 indicators of tangibility,reliability,responsiveness,guaranteed,empathy,and conducts a questionnaire survey.Then this article obtains the evaluation results of each indicator according utilizing the SPSS 24.0 software to statistically analyze the survey data.Finally this article use the AHP method to calculate the weight of each indicator.Combining the evaluation results and weights of various indicators,the IPA method is used to divide four quadrants.By analyzing the distribution in the "improvement area","opportunity area","neglected area",and "advantage area",it was found that NN Rail Transit Operation Company mainly has some problems: unclear station signage guidance,high congestion of carriages during peak hours,insufficient proactive staff service,blocked passenger complaint channels,failure to receive timely and effective responses to passenger complaints,and non-standard civilized language used by security inspectors,inconsistent implementation of standards and so on.NN Rail Transit Operation Company can improve service quality by optimizing station signage,increasing train capacity during peak hours,enhancing staff’s proactive service awareness,promoting service hotlines through multiple channels,responding to passenger complaints in a timely manner,and improving the business skills of security inspectors.This study can help NN Rail Transit Operation Company effectively improve service quality,and can also provide certain reference for other rail transit operating units when formulating service improvement measures.