Research On Evaluation Of High Speed Railway Passenger Service Quality Based On Customer Perception

ABSTRACT:With the rapid development of air, highway and rail transportation, fierce competition of passenger transportation market makes rail transportation facing the increasingly serious situation. While the core and essence of the passenger market competition is the quality of passenger service. At present, the situation that high speed railway network is shaping require superior passenger transportation products, to provide high quality service. Therefore, the questions that how to establish a scientific and reasonable evaluation method and system for high speed railway service quality evaluation, how to improve passenger service quality and increase passengers satisfaction become the problem need to deal with for high speed railway passenger transport departments.The paper summarizes the foreign and domestic documents about the basic theories of customer perception and railway passenger services quality, combining the current situation of high speed railway development, based on customer perception, analysis the various factors affecting the quality of high speed railway passenger service, and in accordance with the entireprocess of the passenger accepting the service, from three stages of passenger services at the stages, on the train and in station square, an evaluation index system of high speed railway passenger services quality based on customer perception is established. Contrasting commonly used service quality evaluation models, a fuzzy comprehensive evaluation model of high speed railway passenger service quality is cited. Through the analysis of the customer classification, a multi-dimensional analysis method based on differentiated features is raised. Take JH high speed railway as an example to evaluate the passenger services quality, analyse the evaluation results from the three dimensions of sex, age and travel reason and put forward some corresponding countermeasures and suggestions to improve high speed railway passenger service quality.