The Review of Research on Passenger Satisfaction with Metro Services and Influencing Factors

Abstract

In recent years, with the continuous improvement of the level of urbanization in China, more and more cities have begun to develop the subway construction, as the construction of urban infrastructure, not only represents the strength of a city's economic development, but also in the city's transport and transportation has a role to be reckoned with. For subway operators, passengers are not only the object of the MTR service, but also the source of the interests of the enterprises, which is an important guarantee for their survival and development. Therefore, passengers are very important to the satisfaction of subway service, to understand the needs and feelings of Metro passengers is the key to find out the problems existing in the operation of Subway. We need to improve passenger satisfaction and enhance the service level of metro operators by improving the weak points of the development of the Metro. This paper studies the related theories and methods of customer satisfaction, analytic hierarchy process and fuzzy comprehensive evaluation method. On the basis of previous research, based on the actual situation of Xi'an metro line Line 2, the evaluation Index system of passenger satisfaction of Metro is established, and the passenger satisfaction is evaluated by AHP and fuzzy comprehensive evaluation method, and the verification and analysis are made for the study object of Xi ' an metro line Line 2. According to the results of analysis and calculation, the factors affecting passenger satisfaction include ticketing, timeliness, convenience, riding environment, order and safety, and employee service.