What are the basic needs of passengers in railway passenger service?

The basic needs of travelers can be divided into two categories: material needs and spiritual needs. Material is the foundation. This is an important condition for service quality. Such as: safety and punctuality, facilities and equipment, food hygiene, comfort and convenience. These are the material conditions of service demand. Their quality will directly affect the service quality, and their quality is an important part of the whole service quality. With the material basis that passengers are satisfied with, this is only part of the service quality. The transportation and services provided by the railway are carried out at the same time as the passenger's consumption demand for travel and services. Passengers not only need good special conditions, but also need good service attitudes such as friendliness, civility, courtesy, enthusiasm, sincerity and cordial care from the service providers, which will make the service providers get psychological and spiritual satisfaction-the meaning of service quality refers to meeting the material and spiritual needs of passengers in the process of travel consumption through various services, so as to satisfy the service providers. According to the Quality Standard of Railway Passenger Transport Service, railway passenger transport service refers to the contact results between units and individuals engaged in railway passenger transport business and signing contracts with railway enterprises, and engaged in business activities in station cars and passengers, cargo owners and their internal business activities. The quality of railway passenger service refers to the sum of the characteristics of railway passenger service's ability to meet the explicit or implicit needs of passengers and shippers. Railway passenger transport should adhere to the service tenet of "people's railways serve the people", establish the service concept of "people-oriented, passengers first", and achieve the quality objectives of safety on time, convenience and speed, good equipment, clean car appearance, food hygiene and civilized service.

With the implementation of the sixth railway speed increase, especially the operation of EMU trains, passengers' travel needs have been greatly developed, and the improvement of their travel demand standards has aroused every passenger's legal awareness and rights protection awareness. Through investigation and analysis, we found that the mentality of passengers who need the ball has changed:

First of all, the level of customers is improving. With the continuous development of social economy and the general improvement of people's living standards in China, the composition of tourists is increasing, including business tourists, visiting relatives, migrant workers and students. The growth rate of sightseeing tourists and business tourists is accelerating, especially these tourists have high cultural level, high social status, high economic income and high service requirements.

Second, customers' demand for services is increasing. The existing passenger service needs not only functional services, but also psychological services, and the demand for personalized services is increasingly prominent. In particular, the increasing awareness of passengers' rights protection makes service defects face moral and legal supervision.

Third, the service level of customers is improving. On the one hand, passengers' requirements for intimacy and freshness of service are improved, and the positioning of service standards pays more attention to inner satisfaction. With the opening of passenger trains and EMU trains on the Qinghai-Tibet Railway, passengers' expectations for the integration of service standards with international advanced service standards are even stronger.

Fourth, the service situation is improving. With the development and progress of society, the social status of service is constantly improving. Train service plays a more prominent role in displaying the achievements of socialist spiritual civilization construction and social progress in China. With the increasing competition among enterprises, it is no longer a working process from initial service to final service in the original sense, but a process of connecting products with the market, enterprises and society, which is the core element for enterprises to enhance their market competitiveness.

Fifth, the service conditions are improving. With the opening of EMU and the perfection of new air-conditioned trains, advanced car body design, elegant carriages and spring-like temperatures all year round objectively require us to provide first-class services on first-class equipment.

The change of passenger demand is also promoting the continuous progress and enrichment of service connotation.