The 20th and 21st joint COTA International Conference of Transportation Professionals (CICTP 2020-21)

From the perspective of traffic operation managers and passengers, according to the service purpose of the square in front of the station and the main influencing factors of service level, a multi-level passenger satisfaction evaluation index system is established based on customer perception model and hierarchical theory of needs, which includes five first-level indicators of materiality, reliability, responsiveness, assurance and safety and 27 second-level evaluation indicators. Taking the South Square of Jiaozuo Railway Station as an example, based on the results of questionnaire survey, the weight value and membership matrix of each evaluation index are obtained by using principal component analysis and sum product method. Finally, the passenger satisfaction score of South Square of Railway Station is 3.51 by using fuzzy comprehensive evaluation method, ranging from average to satisfaction. The key indicators affecting passenger satisfaction are analyzed by Quadrant graph method, and improvement measures are put forward for the operation of South Square of Railway Station. The research shows that the satisfaction research from the perspective of traffic operation managers and passengers can effectively improve the accuracy of evaluation, and then provide decision-making reference for relevant departments to improve service level.

CICTP