以武汉轨道交通2015年的运营情况为例，根据城市轨道交通客运服务系统的特点制订了乘客满意度调查问卷，通过建立结构模型计算乘客满意率和乘客满意度指数，得出乘客满意率为95.85%，满意度指数为67.07。数据证明：武汉轨道交通2015年的运营服务质量处于较高水平，但与世界一流的交通行业相比还有一定差距。测评结果显示武汉轨道交通的安全性、设备设施、乘车信息等方面有待完善，针对这些问题提出了改善对策，即：以确保安全管理为前提，通过完善服务管理制度，形成闭环的监管体系，结合各项具体措施，提高服务可靠度、乘车便捷度和乘客舒适度，以期进一步提升武汉轨道交通的运营服务质量。

By the example of Wuhan rail transit’s operation situation in 2015,the paper studys the service system of urban rail transit, formulates indexes and questionnnaire,then establishing structural model and calculating passenger satisfactionrate according to the result of questionnaire, the satisfaction rate is 95.85%,the satisfaction index is 67.07. Evaluation results shows that the safety, equip-ment and travel information of Wuhan rail transit are needed to be improved. To solve these problems, the paper proposes that ensures the safe managementof the premise, improes service management system and makes a closed loop regulatory system, combined with specific measures, improve service reliability convenience of travel and passenger comfort, hope to improve the service quality of Wuhan rail transit and provide a reference for the railway industry.

F530.7