At present, Chinese living condition is improving fast, rail transit is in the stage of rapid development and the competition among different transport modes is fierce. In such background, improving the quality of passenger service is our focus. In order to reach the final goals quickly and economically, the ideas and methods of service quality control are proposed. This paper works on expectations and perceived service quality of rail transit passengers and applies the theory of service quality on rail passenger service control management. We propose a concept of whole product of rail transit passenger service, construct a rail passenger service quality gap model and service control area selection model. We identify the key factors affecting quality of service area, optimal control standards, propose new ideas and methods of perceived service quality control process and control program for rail passenger service quality improvement and management. This paper attempts to change the view of passenger service quality from the perspective of managers to the customer perspective, fully embodies the idea of "people-oriented" for building a harmonious society. We understand and study rail service quality with a new perspective, and make the beneficial exploration in the application of relevant theories.