Research on passenger satisfaction of Shanghai Metro system

ABSTRACT A metro evaluation index system is built based on the American Customer Satisfaction model to evaluate the Shanghai Metro customer satisfaction combining with the characteristics of Shanghai Metro operation improvement. Customer satisfaction evaluation based on the dimension of importance and satisfaction of the four quadrants is built. Seven high importance, low degrees of satisfaction indicators for improvement are pointed out, including four indicators in “Punctual and Efficiency”: artificial ticketing time, on and off time, train headway and train speed; and three indicators in ‘Service Management’: public facilities, sign information and shielding door.