Railway Station Commercial Services Passenger Satisfaction Index Model And Empirical Study

In China, railway passenger station business service is the important part of the whole railway business systems. It bears the dual task of job creation and effective creation. Especially today, in which high-speed railway industry that supports a national strategy is developing rapidly. The success of passenger station business service will directly related to the high-speed railway's good operating performance, then affect the high-speed railway technology, standard, and its product's global competitiveness. The most important is it may ultimately affect the success of national industrial strategy. So, to research the ailway passenger station commercial has its practical significance influence.But, due to the the railway station environment particularity and complexity, the existing commercial theory, especially the relevant theories of customer satisfaction are not completely suitable for station environment. It is thus clear that to research railway station passenger satisfaction characteristics and establish the passenger satisfaction evaluation model have theoretical significance.The paper regards the China's railway passenger station business service as the research object, on the bases of analyzing its characters, constructs the model of China's railway passenger station business service referencing the research results about CSI model in home and abroad. And then, validates the model using the dates from questionnaire investigations, educes the key factors influencing business service quality by going deep into analyzing the path coefficients. Finally, some countermeasures are provided to improve the CSI of railway passenger station business service.Results of the study suggest that passenger station environment has an important indirectly effect to passenger satisfaction, the quality perception has the most important effect to passenger satisfaction than any other latent variable (contain the price factor), passenger attitude commitment as the direct result variable of passenger satisfaction replacing the passenger commitment is proved be notable. This conclusion enrichs the existing customer satisfaction research conclusions, and it is propitious to provide directions for correlation departments to establish business service development stratagems.