Research on Decision-making of Service Quality Improvement in Xiamen Metro Based on IPA and PZB Model

Abstract

Urban public transportation plays a very important role in contemporary social travel, which means one the social development and progress of a public transport is urban rail transit--metro. This study from Xiamen city metro which was just in the beginning, it took the selection from the service quality as a measure, it effective combined the PZB service quality gap model with the model of IPA, it first found out its quality elements by using PZB service quality gap model, and then analyzed the service quality evaluation through the IPA model. The problems in the service process are found out, in order to solve these problems, the decision methods that can improve these problems are proposed.