Author(s)

Fei Sun^*, Bing Zhang^*, Lin Lu^*

Affiliation(s)

Chongqing Rail Transit(Group) Co.,Ltd. Chongqing 401120, China.

Corresponding Author

Fei Sun, Bing Zhang, Lin Lu

ABSTRACT

With the rapid expansion of urban rail transit, station service quality has become an important issue for improving overall operational efficiency and passenger travel experience. This study focuses on the service quality issues of rail transit stations during peak hours, analyzing factors such as passenger flow congestion, inadequate facility capacity, delayed information dissemination, and security management. Through both quantitative and qualitative analysis, the study identifies weak points in station services and proposes multi-dimensional improvement strategies, including passenger flow diversion, facility optimization, introduction of intelligent devices, and upgrades to the information release system. The research results indicate that implementing these optimization measures can significantly improve station throughput efficiency, reduce passenger waiting times, and enhance the overall passenger travel experience. Furthermore, this study provides valuable experience for other urban rail transit stations and contributes to the sustainable development of rail transit systems.

KEYWORDS

Urban rail transit; Service quality; Passenger flow management; Facility optimization; Information release; Peak hours

CITE THIS PAPER

Fei Sun, Bing Zhang, Lin Lu. Service quality improvement strategies for rail transit stations based on passenger experience. World Journal of Management Science. 2025, 3(2): 43-49. DOI: https://doi.org/10.61784/wms3066.

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