The Research On Service Quality Evaluation Of The Railroad Passenger Corporation

With the reform of the industry structure, service industry is more and more important in the economy society. Passenger transportation industry is a kind of service industry. To most of passenger transportation enterprises, the competition is increasingly vigorous. Providing the high-quality service has already become main means to obtain the competitive advantage. Therefore, it is very important to set up the evaluation system of the railway industry service quality.Taking the railway enterprise's customer as the research object, the author studies foreign service quantity theories and develops the service quality evaluation scale for railway industry. Firstly, according to the latest service quality theories, the author deeply analyzes the concept of service quality and makes a further analysis about the service quantity's dimensions. Secondly, the author summarizes and compares several main approaches to measuring service quality. As a result the author gets the SERVQUAL's advantages and determines it as the theories foundation when developing the proper scale for evaluation of the railway industry. To resolve the actual problems of China's railway industry, the author presents a measurement index system, on the basis of which, the author makes a survey to customers of the railway company. Then the author uses SPSS to analysis the data obtained through the survey, the author identifies a high reliability and validity of multiple-dimensional scale. The research identifies that tangibles, creditability, communication, convenience, relation are the most important factors that customers really care about.In addition the author also examines the relationship of service quality, customer satisfaction and behavior intention in the context of railway industry in China. Service quality is proven to have positive effect on customer satisfaction, and also have positive effect on behavior intention through customer satisfaction. But service quality has no obvious effect on behavior intention. On the basis of the research, the author brings forward suggestions that how the multiple-item scale can be applied to railway enterprises in China to help corporations improve their service quality.