Abstract: In recent years, the annual passenger traffic of Guangzhou Metro has been rising year after year, with an annual growth rate of over 30%. Its growth rate is much higher than the natural growth rate of population. In addition, the coverage of subway lines is getting wider and wider, and the subway, as a main means of transportation, is increasingly favored by people. Based on the perspective of subway managers, this paper analyzes the main consumer groups of Guangzhou subway, investigates and analyzes the service satisfaction of Guangzhou subway, and puts forward reasonable suggestions. These suggestions have certain reference value for subway operation in China.

[Keywords:] Guangzhou Metro Service Satisfaction Survey

I. Introduction

In recent years, the annual passenger traffic of Guangzhou Metro has been rising year after year, with an annual growth rate of over 30%. Its growth rate is much higher than the natural growth rate of population. In addition, the coverage of subway lines is getting wider and wider, and the subway, as a main means of transportation, is increasingly favored by people. This survey, from the perspective of subway managers, understands the main consumer groups of Guangzhou subway, and also sees whether Guangzhou subway service can satisfy Guangzhou citizens.

Second, the research design

In the whole investigation process, we adopted a combination of qualitative research and quantitative research. Inquiry method is the best way for us to collect questionnaires, but in this survey, inquiry method is manifested in intercepting visits at subway stations.

This study is based on theoretical analysis, interviews and pre-investigation. The questionnaire consists of 34 questions, mainly covering four parts: the travel information of subway passengers; Passengers spend at subway stations; Subway service satisfaction; Personal basic information. Through making a reasonable research plan and investigation, * * * obtained 85 valid samples. The sample basically covers the population of all districts and counties in Guangzhou.

Third, the results and analysis

1. passenger travel information analysis

The survey found that there is no significant difference in the various travel purposes of choosing the subway. 43.6% of the respondents said they would take the subway every day. The sample shows that among the passengers who take the subway, the average person takes the subway 0.96 times a day. This will require an annual average of 350.5/kloc-0 subway trips. But considering the population of Guangzhou in 2006 and the annual passenger traffic of Guangzhou Metro. Let's calculate that in 2006, only 36.73% people took the subway. In other words, the subway population coverage rate is only 10.5%. It can be seen that if the subway can let more people join the subway team, the development prospect of Guangzhou subway is still considerable.

Among the samples we obtained, passengers born in the 1970s, 1980s and 1990s accounted for 85%. Among them, the group with the highest cycling frequency is basically composed of them. According to their birth year and professional characteristics, we know that they are all office workers or students, so they need to take the subway every day. Therefore, they should become the core and main object of subway managers' service. If we can provide them with better services, Guangzhou will definitely have a broader market.

Among the passengers interviewed, 69% enjoy the discount of Yangchengtong, 4% enjoy other discounts, and 13% enjoy the tickets for primary and secondary schools. There are also 14% passengers who do not enjoy any concessions. Yangchengtong is still the most popular discount enjoyed by Guangzhou subway passengers. However, there are still 14% passengers who do not enjoy any concessions, which increases the preferential cost of subway ticket production to some extent. How to reduce this group of people and achieve a win-win situation is a problem worthy of consideration by Guangzhou subway managers.

Passengers' opinions on the fare reform are more inclined to the following schemes: (1) lowering the starting price (that is, from 2 yuan to 1 yuan), (2) allowing Yangchengtong users to enjoy lower concessions, and (3) introducing the monthly ticket system of Guangzhou Metro to give more concessions to users who frequently take Guangzhou Metro. Some passengers also suggested that Guangzhou Metro should give free tickets to the elderly. If Guangzhou Metro can reduce the fare, 8 1% of passengers will increase the number of subway rides. 14% of the passengers said that even if the price is reduced, I am afraid it will be difficult to increase the number of trips by subway, because for them, the current trips are basically by subway, and there is no need to increase their trips. Naturally, there is no need to increase their number of subway rides. Passenger's use of facilities

Many people have used the subway convenience facilities, accounting for 83.5% of our sample. Among many convenience facilities, convenience stores, Yangchengtong recharge machines and ATM machines are deeply loved by everyone and are the most commonly used convenience facilities for passengers.

Judging from the consumption satisfaction of various convenience facilities, the satisfaction of ATM and Yangchengtong recharge machines is relatively high, reaching 100% and 97% respectively. In addition, convenience stores and laundries have higher service satisfaction.

The reason why citizens use convenience facilities is convenience and speed. Some passengers think that their quality is relatively guaranteed and their service attitude is good, so they will use the convenience facilities in the subway. The main reason why some passengers don't use convenience facilities is that they don't have the services they need. They don't think it is necessary to spend. A few people think that the price is unreasonable, and some people think that the quality is not guaranteed and it is inconvenient to use.

Through investigation, it is found that the post-70s, 80s and 90s are the main users of convenience facilities. People born in and before the 1950s seldom use these facilities. No matter what kind of convenience facilities, the utilization rate is basically contributed by passengers after 70, 80 and 90. Therefore, the convenience facilities still meet the demand in China. People think that passengers of different ages have different needs for subway facilities. However, based on sample analysis, the use and consumption of all convenience facilities are "contributed" by them.

Through the investigation, it is found that the demand for convenience facilities between men and women is slightly different. The rate of women buying newspapers and magazines and using convenience stores in subway stations is slightly higher than that of men. Men rely more on ATM and Yangchengtong self-service recharge machines. Among people who have never used any facilities, the proportion of women is slightly higher than that of men.

By investigating the relationship between passengers' monthly income and the use of convenience facilities, it is found that there is no obvious linear relationship between the use of convenience facilities and monthly income. Middle-income customers use more convenience. Because there are only two high-income passengers in the sample we collected, and there are great differences between them, it is unscientific to infer the crowd with these two samples. Therefore, in our analysis, we can only point out that middle-income customers are the main users of these facilities. Passengers' satisfaction with subway service.

(1) Off-peak subway congestion

We know that rush hour congestion is common and normal, which also reflects the high utilization rate of the subway. However, congestion during off-peak hours seems unreasonable. However, as many as 75% of passengers reported that they had encountered the congestion of Guangzhou subway during off-peak hours. Relatively speaking, the higher the cycling frequency, the higher the proportion of people who have experienced congestion during off-peak hours. Among them, as many as 86% passengers think that the subway cars are very crowded, and a large proportion of passengers think that the ticket office, escalators and platforms are crowded, which is more prominent in subway interchange stations. Through hypothesis testing, we can draw the conclusion that the congestion in the train is a prominent part of the subway rush hour.

When passengers are asked why they think the subway is crowded during off-peak hours, they think it is mainly due to the small passenger capacity and long waiting time. After hypothesis testing, we find that these two factors are really the main factors that cause subway congestion during off-peak hours.

Among them, the most prominent problem is the subway line 3, which will be crowded at any time. In their view, this is caused by short-term 3. 40% of the respondents believe that increasing train speed is an effective way to solve train congestion during off-peak hours. In addition, many interviewees believe that increasing the number of trains and ticket vending machines is an effective way to solve the subway congestion during peak hours. None of the interviewees is willing to reduce the subway passenger flow by increasing the subway fare, so as to achieve the purpose of dispersing the flow of people.

(2) passengers' understanding of safety knowledge in the subway.

62% of passengers said they knew how to open the door in an emergency, and 38% said they didn't know how to open the emergency door. Among the respondents who won't open the car door in an emergency, 78% are willing to learn more about subway escape, 16% think it doesn't matter, and the other 6% think they don't want to know. Generally speaking, most people still want to know these subway safety knowledge. Even those who don't want to know, they think someone will know, and someone will open the emergency door instead of doing it themselves.

Passengers with different academic qualifications know how to open the door in an emergency, which is very different. Only 33% people with junior high school education or below know how to open the door in an emergency. And the higher the educational background, the higher the proportion of knowing methods, but the relationship between them is not strict. Because people with high school education know how to open the security door with the highest proportion. Combined with their birth years, we found that the proportion of elderly people who know how to open the emergency door is very small. The proportion of middle-aged people and people who know is relatively high. Among those who know how to open the car door in an emergency, they basically know it through the safety guidelines in the station, the TV broadcast in the subway and the notification from others. For those who don't know how to open the car door in an emergency and want to know the knowledge of escape, they are more willing to learn through subway TV broadcasting, which is more acceptable. Of course, many people think that it is also a good way to distribute safety brochures with obvious safety instructions in the station.

(3) Environmental conditions in subway cars

There are 16.47% passengers who think the interior environment is very good, and there is nothing to be dissatisfied with. Secondly, passengers are satisfied with the sanitation, temperature, lighting and temperature in the compartment. The lowest satisfaction is the number of advertisements in the carriage and the running noise of the train. Most passengers are satisfied with the environment inside the carriage, but it is not perfect. In the eyes of many passengers, there is still room for improvement in the hygiene in the compartment. Such as: increase the delivery of sanitary facilities, and prohibit eating and drinking in the carriage and posting notices.

(4) clarity of subway signs

In the eyes of most people, the route signs of the subway are relatively clear. There are also 13% people who think that the route sign of the subway is not clear. People with higher education think it is not difficult to identify signs. In addition, men's ability to recognize signs is stronger than women's, which may be because men's sense of direction and ability to recognize road maps are stronger! Old people think it is difficult to identify the route signs of the subway. On the other hand, young people think it is not difficult to identify the subway route.

As for how to improve the clarity of route signs, passengers think it will be more effective to distinguish routes with clear colors, arrange staff guidance, and issue guidebooks to passengers.

(5) Passengers' evaluation of Guangzhou Metro staff.

Passengers are most satisfied with the clothes of subway staff. But they are not satisfied with the speed and accuracy of their questions. However, many passengers said that they had never seen the subway staff and had no feelings for them, so they could not give an evaluation.

Four. Development and prospect

Based on the above analysis, we find that the subway population coverage rate is only 10.5%. If the subway can let more people join the subway team, the development prospect of Guangzhou subway is still considerable.

According to our investigation, there are several common opinions, such as adding toilets to subway stations. In addition, the fare should be moderately reduced. In some subway stations, there are too many advertisements for exit trains, which leads passengers to find subway route maps. In the eyes of some people, too many people in Guangzhou is also one of the reasons for the crowded subway. We can appropriately increase the number of trains and increase the length of trains.

Considering that the subway passenger flow has been rising year after year in recent years, and this trend will continue in recent years, if the subway can not effectively alleviate the congestion, even if it has a broader development prospect, I am afraid it will be difficult to meet the needs of Guangzhou citizens.

Suggestions on the research of verbs (abbreviation of verb)

Guangzhou Metro should moderately reduce the fares and take some preferential measures for fares, which will increase the number of subway passengers. Passengers hope that Guangzhou Metro can give more preferential measures to frequent subway passengers.

Passengers hope to find a bathroom in the subway station. This requirement of passengers is not too much, and it is worth considering by subway managers.

Even in off-peak events, the congestion of Guangzhou subway is very serious. If automatic ticket vending machines can be installed in subway stations, more cars or more trains, it may effectively alleviate the congestion of the subway during off-peak hours.

The carriage environment of Guangzhou Metro is really good, but if sanitary facilities can be added, the passenger's riding environment will be further improved.

The number of advertisements in subway stations should be reduced appropriately. Too many advertisements will make it difficult for passengers to find the route map. A clearer road map.

The survey shows that the elderly are less satisfied with Guangzhou Metro, so it is suggested that Guangzhou Metro managers can arrange more staff to provide them with more considerate services.