Service Quality Measurement Research Of Shenzhen North Station Based On The SERVPERF

Compared with the traditional mode of transport, transport High-speed Rail hashigh safety, high capacity, fast speed, comfortable and convenient advantages, by themajority of passengers favor. But pay more attention to the passengers in the see theadvantage at the same time is High-speed Rail station service quality. ShenzhenHigh-speed Rail north station to connect Beijing Guangzhou Shenzhen Hong Kongpassenger and Xiamen Shenzhen railway, has the largest construction area, most ofthe construction area, and the Metro light line, Longhua line, ring line, bus station andbus station, connected together, become an important regional railway transportationhub, it is close to the City distance, promote exchanges and cooperation in regionaleconomy, but Shenzhen High-speed Rail North Station in the operation andmanagement is still faced with many problems, such as how to improve ShenzhenHigh-speed Rail station service quality, how to improve customer satisfaction.Therefore, has important theoretical and practical significance for the evaluation ofShenzhen High-speed Rail station service quality.Based on the basis of service quality evaluation theory, various methods usingsurvey method, statistical analysis method and theory and literature induction,inspected the Shenzhen High-speed Rail station service quality evaluation problem.First introduced and explained between the factors of service quality, service qualityevaluation model and method, relationship between service quality and customersatisfaction theory; then through field survey in Shenzhen High-speed Rail stationservice quality and passenger satisfaction; then according to the questionnairerecovery results analyzed the existing in the service quality management of theShenzhen High-speed Rail the North of Shenzhen; finally High-speed Rail stationstrategic goals and put forward improving Shenzhen High-speed Rail station servicequality, enhance customer satisfaction strategy. The results show that: ShenzhenHigh-speed Rail station service quality is affected by tangibles, reliability,responsiveness, security and other factors, the overall level of service quality is nothigh, the low level of satisfaction of passengers, which will reduce the passengers onthe Shenzhen North Station High-speed Rail will to some extent.This paper is based on the classic five dimensions of service quality model,combined with the Shenzhen High-speed Rail station service characteristics, thedimension security into the service quality evaluation model, construct six dimensions model consistent with the Shenzhen High-speed Rail station service, namely tangibles,reliability, responsiveness, security, assurance and empathy. And timely onSERVPERF scale index, items and words accordingly, construct and ShenzhenHigh-speed Rail station service consistent service quality evaluation system. Thisexpands the application field of SERVPERF evaluation method in a certain extent, hasa certain reference value for other High-speed Rail station or station service qualityevaluation.