A　multi-level　passenger　satisfaction　evaluation　index　system　is　established　in　this　paper　based　on　a　customer　perception　model　and　hierarchical　theory　of　needs,　which　includes　five　first-level　indicators　of　materiality,　reliability,　responsiveness,　assurance　and　safety　and　27　second-level　evaluation　indicators.　Taking　the　South　Square　of　Jiaozuo　Railway　Station　as　an　example,　based　on　the　results　of　questionnaire　survey,　the　weight　value　and　membership　matrix　of　each　evaluation　index　are　obtained　by　using　principal　component　analysis　and　sum　product　method.　The　passenger　satisfaction　score　the　station　is　3.51　by　using　fuzzy　comprehensive　evaluation　method,　ranging　from　average　to　satisfaction.　The　key　indicators　affecting　passenger　satisfaction　are　analyzed　by　Quadrant　graph　method　and　improvement　measures　suggested　for　the　station　operations.　The　research　shows　satisfaction　research　from　the　perspective　of　traffic　operation　managers　and　passengers　can　effectively　improve　the　accuracy　of　evaluation,　and　provide　decision-making　reference　for　relevant　departments　to　improve　service　level.