摘要
城市轨道交通逐渐成为城市空间结构塑造、文化宣传以及交通规划的重要内
容。其在改善通勤率、提高客运质量、解决拥堵等方面，发挥着十分重要的作用。
2015年，国务院针对城市轨道交通的建设颁布了多项文件，各地区也陆续制定符合
自己的相关规划。但是，由于资源配置、制度规范、技术应用以及市场需求等方面
的原因，目前的城市轨道交通建设中，仍然存在基础配套设施不完善、创新力度不
足、盈利能力差、服务质量低等突出问题。尤其是服务质量，作为一个城市的出行
名片，将会直接影响乘客的出行体验和轨道交通文化的品牌塑造。因此，需要进一
步针对轨道交通发展的实际情况，从多个角度，制定出合理的对策，从而使城市轨
道交通客运的服务质量不断的优化提升。
为了探究我国目前城市轨道交通的服务质量问题，文章以T市轨道交通运营为研
究案例，以城市轨道交通客运服务质量为探究对象，通过文献资料法、案例分析法
和问卷调查法，从消费者的消费理念、行为习惯、服务流程、服务内容等方面出
发，进行了相关的研究。文章首先从服务质量的测评方法以及相关的理论进行了阐
述，定义了服务的内容和特征。其次，对现阶段轨道交通服务质量的发展情况和衡
量标准等给予了阐述，并结合T市轨道交通的管理服务、人员服务、基础设施服务、
服务特征等进行了调查和分析。从乘客满意度指标上，以问卷的形式进行科学的调
查和分析。针对结果结合乘客满意度所体现出的问题，对T市轨道交通服务质量进行
了综合评价，并提出了提升优化策略。包括：采用方便、可靠的硬件设施，是向乘
客提供服务的基础；提升硬件基础设施可靠性，在运输过程中提升客户满意度；通
过顺畅的客流组织，缩短乘客等待服务的时间；重视乘客投诉；服务人员需根据不
同乘客需求采取服务应对，完善智慧车站的建设。
本文以 T市轨道交通为例，在研究和借鉴相关理论、经验的基础上，取得相关现
状和服务质量基础数据，通过服务质量评价模型的建立，对测评结果的分析，及时
发现客运服务中的薄弱环节，深入了解乘客需求，基于此提出相应的提升改善举
措，提高服务质量和乘客满意度。
关键词：轨道交通；服务质量；顾客满意度；SERVQUAL模型
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Abstract
Urban rail transit has gradually become an important part of urban spatial structure
shaping, cultural propaganda and transportation planning. It plays a very important role in
improving the commute rate, improving the quality of passenger transport, and solving
congestion. In 2015, the State Council issued a number of documents on the construction of
urban rail transit, and various regions have successively formulated relevant plans in line with
their own. However, due to resource allocation, institutional norms, technical application, and
market demand, the current urban rail transit construction still has outstanding problems such
as imperfect infrastructure, insufficient innovation, poor profitability, and low service quality.
Especially the quality of service, as a city's travel business card, will directly affect the travel
experience of passengers and the branding of rail transit culture. Therefore, it is necessary to
further develop reasonable countermeasures in accordance with the actual situation of rail
transit development from multiple angles, improve the service quality of passenger
transportation, and continuously optimize and upgrade.
In order to probe into the service quality of Urban Rail Transit in China, this paper takes
the operation of t urban rail transit as a case study and the passenger service quality of Urban
Rail Transit as an object of study, through the method of literature, Case Analysis and
questionnaire survey, this paper makes some relevant researches from the aspects of consumer's
consumption idea, behavior habit, service process, service content, etc. . Firstly, the method of
service quality evaluation and related theories are expounded, and the content and
characteristics of service are defined. Secondly, it expounds the development of the service
quality of Rail Transit at the present stage and the measurement standards, etc. , combined with
t city Rail Transit Management Services, personnel services, infrastructure services, service
characteristics and so on were investigated and analyzed. From the passenger satisfaction
index, the scientific investigation and analysis are carried out in the form of questionnaire.
Aiming at the problem of passenger satisfaction, the service quality of t city rail transit is
evaluated comprehensively, and the optimization strategy is put forward. These include: the
adoption of convenient and reliable hardware facilities, which are the basis for the provision of
services to passengers; the upgrading of the reliability of the hardware infrastructure and the
upgrading of the Customer satisfaction during the transportation process; and the reduction of
the waiting time of passengers for services through smooth passenger flow organization; Pay
attention to passengers'complaints; service staff should take service response according to
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different passengers'needs and perfect the construction of intelligent station.
Paper in T city rail transit, for example, in research and reference, on the basis of related
theory and experience, obtains the data basis of present situation and the service quality,
through the establishment of the service quality evaluation model, the analysis of the evaluation
results, finds the weak link in passenger service in time, insight into the passenger demand,
ascension based on this put forward the corresponding improvement measures, Improve
service quality and passenger satisfaction.
Key words: Rail transit; service quality; customer satisfaction; SERVQUALmodel
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