Analysis on the Influencing Factors of Subway Service Quality based on Passenger Satisfaction

Yan Chen 1 , Yizhu Zhou 2 , Wen Shi 3

1 Transportation College, Nanning University, Nanning, 530200, China

2 The Board, Guangxi Wuzhou Communications Stock Co., Ltd., Nanning, 530028, China

3 Ebusiness Department, Shanxi Jiahe Meisheng Information Technology Co., Ltd., Nanning, 530021, China

Abstract: Service quality management is not only the guarantee of subway passenger satisfaction, but also the requirement of industry standard management. Combining with the theory of service quality, this paper analyzes the characteristics of subway service quality, establishes the dimension and index system of the service quality scale, and carries out field survey, comprehensively uses the questionnaire method to evaluate the current situation of subway service quality, and uses factor analysis and other methods for analysis. According to the result of factor analysis, the main factors that affect the quality of subway service are the order, information service, service ability, service efficiency, and put forward countermeasures.

Keywords: Passenger satisfaction; Subway service quality; Influencing factors