Empirical Analysisi Of Beijing-shanghai High-speed Railway Passenger Service Quality

High-speed Rail represents the trend of railway in the contemporary world, which is themajor achievement of transport development in the20th century, as well as the crystallizationof human wisdom common wealth. It meets the requirement of our economy and society,furthermore, the needs of urbanization. As the service society is coming, people requesthigher quality for travel. Competition of passenger transport market rises by the quality ofpassenger service, which is the substance of it. As the Beijing-Shanghai high-speed railway isbuilt, as well as officially put into operation, China has entered a great development era ofhigh-speed rail. In this way, it becomes significantly important to make a scientific evaluationand analysis for the passenger transport quality of the high-speed railway, in order to giveadvice on improving service, build our own high-speed rail brand, enhance the advantages ofhigh-speed rail in passenger market, and promote the recognition and satisfaction forhigh-speed rail of passengers.The paper firstly give a comprehensive exposition of the concept and characteristics ofservice as well as service quality. Furthermore, it illustrates the meaning and characteristics ofhigh-speed rail passenger service and standards of high-speed service. According to therequirement of passengers, the paper uses SERVQUAL model to design questionnaire todefine5characteristics of safety, reliability, economy, convenience and comfort, combiningthe traveling choice and advantages of high-speed rail. Further it divides the characteristicsinto17indicators, which achieve service quantification, as well as find the disadvantages of it.At last, it gets the calculation and analysis by putting the results of the investigation into themodel, as well as gives advice on the high-speed rail service, which has an importantreference value on management of it, even for other mode of transport.