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The level of service is an important aspect of the operation and management at a railway passenger station. Particularly, the level of service in waiting room (LOSWR) is one of the most important influential factors in deciding passengers’ satisfaction. This paper proposes a model for finding the LOSWR based on the maximum number of passengers, and an Arena simulation model that simulates passengers’ aggregation behaviors in the waiting room is presented for analyzing the LOSWR. Through the simulation, we demonstrate how the passenger advanced arrival time and the accompany rate influence the maximum number of passengers and the LOSWR. In addition, the simulation also illustrates the effect utilities and the priority of different measures that can be used to improve the LOSWR. In detail, the simulation results demonstrate that the passenger advanced arrival time and advanced check-out time have much stronger effect utilities on the maximum number of passengers and the LOSWR than other discussed factors. The simulation suggests that the Arena is an effective simulation platform for analyzing complex passengers-related behaviors at railway passenger station

Level of Service Analysis Based on Maximum Number of Passengers in Waiting Room of Railway Passenger Station Using Arena Simulation