Yigui Xue1, Jihkuang Chen 2,*
1.School of Management, Xiamen University Tan Kan Kee College, Zhangzhou 363105, China
2. Economics & Management College, Zhaoqing University, Zhaoqing 526061, China
This paper takes Fuzhou Metro Line 1 as the research object, and concludes that the six dimensions of service quality have a significant positive impact on passenger satisfaction and passenger loyalty, except comfort. It is proposed to strengthen the visual construction of the subway and optimize the guiding signs, improve the efficiency of the access gates and optimize the surrounding environment information, strengthen personnel training and optimize the security inspection process, respond to passenger inquiries and improve passenger complaints, rationally plan vehicle connections and try to meet passenger demand. And other suggestions enhance passenger satisfaction and loyalty to Fuzhou Metro Line 1.
Fuzhou Metro; Service Quality; Passenger Satisfaction; Passenger Loyalty
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