Paper Keywords: subway passenger service mode demand

According to the present situation of Guangzhou metro passenger service management, the business model and business requirements of Guangzhou metro passenger service management are comprehensively analyzed and studied, especially the special research work focusing on the release of passenger service information, which provides reference for how to improve the level of subway passenger service management.

1 overview

With the continuous extension of Guangzhou subway network and the convening of the Asian Games, the subway passenger flow will increase rapidly, the business scale and passenger demand will expand rapidly, and passengers' expectations for the quality of service provided by the subway are getting higher and higher. In the face of the rapid growth of business, only by grasping the needs of passengers in time, and constantly meeting the new needs of passengers through the establishment of standardized Guangzhou Metro service processes, can passengers be recognized and get higher passenger satisfaction. As a service user, any subway passenger is not a simple information receiver, but may become the main body of communication. The subway needs effective information communication and information interaction with passengers.

2. Description of the current situation of passenger service management

2. 1 General idea of service management

Based on the external customer service commitment and passenger satisfaction evaluation mechanism, establish the correct service concept of employees, improve the overall service level of operation, and create a high-quality brand image of subway operation service.

2.2 Service system and management mode

2.2. 1 service management mode

Adopt quality management mode. By providing passengers with safe, fast, punctual and comfortable transportation services, they can meet the needs of passengers for passenger service, make it convenient for passengers to purchase tickets, ride safely and comfortably, and reach their destinations quickly and accurately; Establish a perfect internal service management system, collect all kinds of information in the operation process by establishing a service quality evaluation mechanism as the basic basis for service quality control, constantly improve service facilities, standardize behavior, and achieve the purpose of improving service quality.

2.2.2 service system

The service system consists of service concept, service facilities, service items, service information, service standards, evaluation feedback and other elements. The specific composition is as follows:

2.2.3 passenger service process

For a passenger, getting on the platform from outside the station generally follows the following procedures: going to the entrance, going to the lobby floor, buying tickets, checking tickets, going to the platform through stairs or elevators, getting on the bus, going to the platform, going to the lobby, getting off the gate and leaving the station. In view of the above process, it is necessary to provide high-quality services for passengers in every link, so that every passenger is satisfied from the whole process of purchasing tickets to getting off the bus.

2.2.3. 1 Guide passengers into the station: set up obvious guide signs and related information at the subway entrance and exit to facilitate passengers' identification and enter the station according to the guide instructions.

2.2.3.2 Information Service: Station staff provide services for passengers who ask questions.

2.2.3.3 fare collection service: The station provides automatic fare collection service mainly by self-help mode supplemented by manual mode, and sets up pantograph passenger guidance and publicity information in the station hall.

2.2.3.4 organizes boarding and alighting: there are obvious waiting notices on the platform, and there are corresponding broadcasts to forecast the next incoming train and passengers' safety tips. At the same time, PIDS system provides passengers with operation-related information.

2.2.3.5 exit through ticket inspection: When passengers arrive at their destination and exit through ticket inspection, the station should have various guiding signs to indicate the exit population and the surrounding roads and buildings. Guide passengers out of the station from the required crowd. For passengers with insufficient tickets, the station provides ticket card analysis and ticket replacement services.

In the case of abnormal operation, 2.2.3.6 provides targeted emergency services for passengers according to the traffic and passenger transport organization, including information provision, passenger flow guidance and ticket handling.

Description of key services

2.2.4. 1 passenger information release

Passenger service information can be divided into daily service information and emergency service information according to the urgency.

A. Daily service information release

The contents released include time, station name, arrival time of the next train in the running direction of the train, information of the first and last buses, ticketing policy and online fare, safety knowledge, relevant rules and regulations, surrounding environment of the station, publicity information of service marketing activities, etc. The ways and means of publishing include guidance system, broadcasting system, notice PIDS system, publicity materials, company website, etc.

B. Emergency service information release

Information that stations and trains need to release to passengers when the subway operation is affected by operation failure, emergency, accident or other reasons. The contents of the release include traffic organization, safe evacuation, corresponding passenger transport organization and ticketing organization. Distribution channels include station broadcasting system, notice and PIDS system of stations and trains.

Passenger Transport Management in 2.2.4.2

A. classification of passenger affairs

According to the nature of business, it can be divided into complaints, suggestions, consultations and praises. According to the transaction subject, it can be divided into personnel services, equipment and facilities, company policies and so on. According to the form of transaction submission, it can be divided into visits, telephone calls, letters, passenger station news, website news, mail and media, forwarding by other departments, etc.

B. Elements of passenger affairs

The basic elements include time, place, event profile, information content and improvement suggestions, and the personnel service category must include the name or job number of the personnel.

C. Procedures for handling passenger affairs

Managed by the subway service desk. General procedures for handling passenger transactions: receiving feedback from service desk, responsible department, follow-up and transaction statistics and analysis. If it is a sensitive matter, the service desk will immediately report to the superior and immediately notify the relevant departments to organize an investigation.

Quality control of ophthalmology in 2.2.4.3

Service quality refers to the level of service items, internal work efficiency and effect based on passenger demand. Monitor the daily service level in strict accordance with the standards of service items, and implement rectification according to the inspection results and rectification suggestions, so as to improve the service quality. The main basis of service quality control mainly includes:

A. Inspection and evaluation of internal service quality

Internal inspection and evaluation are mainly based on various service regulations, standards, plans and notices. According to the main body of patrol, patrol can be divided into headquarters level, central level, central station level and station level.

B. Passenger satisfaction survey

Guangzhou Metro passenger satisfaction survey is conducted by an external consulting company once every six months. Through the on-the-spot investigation of passengers, we can understand the service shortcomings, collect suggestions on innovative services, and interview dissatisfied passengers. Establish a continuous cycle evaluation mechanism of "evaluation-improvement-improvement, evaluation-improvement-improvement".

C. Open monitoring mechanism

The public supervision mechanism of Guangzhou Metro's service work is mainly the passenger supervisor and service supervisor system. From the passenger's point of view, the service work is supervised and inspected from different levels to promote the continuous improvement of services in all aspects.

D. Implementation of service project planning

The main services of Guangzhou Metro include supporting service facilities, publicity services, guidance system, broadcasting system and personnel services. The planning basis is mainly based on the passenger demand found in market research and the items that need to be rectified, the passenger opinions fed back by communication channels such as service desk and suggestion box, the items that need to be rectified found in service inspection and the acceptable opinions obtained from other departments or channels.

3 passenger service management problems

After years of research and experience accumulation, the passenger service management of Guangzhou Metro is relatively standardized and effective, and it is at an advanced level in the service industry and the same industry in Guangdong Province, ranking first among the nine service industries in Guangdong Province for two consecutive years. However, with the expansion of the network and the change of passenger demand, passenger service still has the following shortcomings:

3. 1 The dissemination of passenger service information, especially emergency information, is restricted, which is not convenient for the proper transmission of passenger service information.

3.2 The traditional manual service form has been difficult to adapt, and the station needs to install equipment with the function of interacting with passengers, so as to facilitate passengers to inquire about various service information by themselves.

3-3 At present, the internal service-oriented management system has not been established, the technical support for internal staff service is insufficient, the induction and analysis of internal service management information are lacking, and the decision-making information is insufficient.

4 passenger service management business needs

Through the analysis and research on the present situation of Guangzhou Metro business, the specific requirements of passenger service management are put forward from the following three aspects.

4. 1 broaden the scope and channels of passenger service information release and improve the existing information release methods.

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4. 1.2 organize the transformation of the broadcasting system of 1 and Line 2, and improve the functions in an all-round way.

4. 1-3 Organize the optimization research of the transfer station guidance system to give clear guidance to passengers.

4.2 Establish information channels for interaction with passengers. Passenger service information inquiry terminals are set up at each station to provide passengers with functions such as operation information inquiry, subway common sense inquiry, travel inquiry, self-help complaint, questionnaire survey and subway announcement.

4.3 Improve the information level of internal service quality management. Establish an internal passenger service management system to realize the functions of passenger service management, service resource management and service quality control, and provide technical support for staff service.