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Urban public transportation plays a very important role in contemporary social travel, which means one the social development and progress of a public transport is urban rail transit -metro. This study from Xiamen city metro which was just in the beginning, it took the selection from the service quality as a measure, it effective combined the PZB service quality gap model with the model of IPA, it first found out its quality elements by using PZB service quality gap model, and then analyzed the service quality evaluation through the IPA model. The problems in the service process are found out, in order to solve these problems, the decision methods that can improve these problems are proposed. Introduction Urban rail traffic not only meets the needs of residents, but also represents the development level of a city and the living standard of local residents. Quality service can improve customer perception, to meet the psychological needs of passengers and generate positive effects such as customer loyalty. Xiamen metro is in the service of urban rail transit system in Xiamen, Fujian province, China. Xiamen metro’s line 1, with a total length of about 267 kilometers, opened on December 31, 2017. It has 139 stations, including 18 transfer stations. Xiamen metro station is equipped with special area for the disabled, fraternity seat, mobile TV and wireless WiFi, etc. This paper mainly analyzes the service quality of Xiamen metro through the combination of PZB service quality gap model and IPA model. This paper proposes a decision-making method to improve service quality. Taking customers' perceived expectations and actual performance as the measurement standard of the analysis approach, the service quality of the metro is understood and effective improvement Suggestions are put forward. Literature Review The PZB service quality gap model was developed in the mid-1980s and early 1990s by a.Parauraman, Valarie A Zeithamal and leonardl. Berry who are American marketers. Customer gap is the gap between customer expectation and customer perceived service, which is the core of the service quality gap model.The five dimensions included in the PZB model are tangibility, reliability, responsiveness, assurance and empathy. The IPA model was proposed by Martilla &James in 1977.IPA model, namely importance-performance model analysis, it is through the product or service each factor importance and the actual performance carries on the score and draws the respective average score in a two-dimensional matrix. The average importance and average performance of all indicators were used to construct four quadrants, and the measurement indicators were distributed in these four quadrants according to their importance and performance evaluation for analysis and interpretation. In the I quadrant, customer perception and customer performance are both high, so the strategy adopted is to continue to maintain. In the II quadrant, customer perceived importance of service quality factors is high, customer performance is low, and improvement is given priority. In the III quadrant, customer perceived performance and importance of service quality are both low. When

Research on Decision-making of Service Quality Improvement in Xiamen Metro Based on IPA and PZB Model