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Research on Service Optimize of Railway Station Based on Passenger Demand

Author: WangYingYu
Tutor: JiaJunFang
School: Beijing Jiaotong University
Course: Transportation Planning and Management
Keywords: Railway station Service optimize Passenger demand Service design Quality evaluation
CLC: U293.3
Type: Master's thesis
Year: 2014
Downloads: 27
Quote: 0
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ABSTRACT:Under the condition of market competition, the focus of market competition gradually shifts from products competition to service competition. With the development of economy, people are not merely content with the basic need to travel, but want to have a better travel conditions, and put forward higher requirements for transport enterprises. Railway station is the key link of the passenger transportation, and the service level remains to be improved. So establish a passenger service optimization system with passenger demand as the starting point is of great significance. The main content of this paper is depicted as follows:This paper studies the related theory of demand and services, and the relationship between the service and the demand are discussed. The research approach on the basis of passenger demand is established.Service design is the basis of service optimizing. With the passenger demand as starting point, the QFD house of passenger service quality is established, and technology elements and service are analyzed by synthesis to determine the passenger’s focus on service links and forms. Then the focus of the bus service is clear.Service quality evaluation is a judgment of content service optimization. The CSI index model is established with the evaluation standard of passenger satisfaction, and the index, service cycle, and service indicators are analyzed. With the four point matrix model, priority service quality improving model is established. With the evaluation results feedback to service design, the service optimized circulation system is established.Finally, this article chooses Shenzhen station as an example, conducting a questionnaire survey on passenger satisfaction. With CSI satisfaction model, Shenzhen station passenger satisfaction level is evaluated, and the service priority improved content is determined by the four point matrix. Having the result feedback to the service design, the station service optimization Suggestions is proposed. The feasibility and operability of service optimization system is verified.

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CLC: > Transportation > Rail transport > Rail transport management projects > Passenger transport > Passenger service operations
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