Study On The Passenger Service Experience Management Of Highway Station

With the arrival of the Experience Economy Era, the demand concept of people has been facing great changes. They are no longer satisfied with the simple use of the product and functional benefits, but are increasingly seeking to physical pleasure and personalized unique feel of the experience process, are increasingly seeking to experience requirements of psychological and spiritual level. At the same time, with the recent development of railway and air passenger, and the aggravation of the products or services homogenization trend, market competition changes increasingly intense and brutal of Highway Station, competitive pressures changes increasing, the passenger turnover rate changes increasing.Faced with the background and situation, Highway Station must break the traditional service management thinking, to re-examine passenger demands, emphasis on economic utility of the service experience, apply “experience” to the service management, to adapt to the experience economic era features, and provide passengers with high-value than competitors, and maintain a lasting competitive advantage. Based on the above considerations, this study applies the service experience management tools to the passenger service experience management of Highway Station, as the breakthrough point to expand research.This study divides the passenger service experience index into two dimensions of highway bus and passenger by combing and summary the related literature of service experience at home and abroad, and thus designs a set of questionnaire investigation, expands an investigation to the passenger service experience of Highway station. Through factor analysis, descriptive statistical analysis, “important-performance” analysis and peak-end experience analysis et al statistical analysis methods, summarized the current highway station passenger service experience management gap and key improvement points, finally put forward a series of suggestions to improve passenger service experience management, including service substance experience improvement, service facilities experience improvement, service price experience improvement, service environment experience and service brand experience improvement, etc.