Study On Quality Evaluation System Of High-speed Rail Passenger Service

Competition in passenger transport market has kept being fierce to new levels for years,the priority of transportation company is to provide perceivable and high quality transport service.Thus,how to create a scientific and practical quality evaluation system of passenger service(QESPS),is the inevitable research focus for people who in charge and provide technical support.Recently,China has being witnessed a huge development in high-speed rail,which brings both potential improvement space and demand for that promotion in passenger service.High speed rail passenger service is a complicated subject,it is influenced by hardware facilities,staff quality,and also,the perceives of passengers,these all increase the difficulty to create QESPS.This paper studied the achievement of previous researches around the world,investigated the high-speed rail passenger service in China with theory of service quality evaluation and statistical principle,and ran a comprehensive analysis on quality evaluation system of high-speed rail passenger service.The main findings are listed below:(1)Summarized and compared the theories of service quality evaluation and calculating models,and declared the theory and model suit for high-speed rail.(2)Introduceda prospectiveand internet-based questionnaire design principle;illuminated the main factors that affect the quality of high-speed rail passenger service;developed a perception survey system of high-speed rail passenger service;carried out an online questionnaire and verified the reliability of the system.(3)Based on the results of questionnaire,this paper illustrated the new trends(for instance,purpose of high-speed rail passengers)and their possible influence on concepts of high-speed rail passenger service.(4)Dimension analysis was applied to factors of high-speed rail passenger service quality by using mathematical analysis.Totally 8 dimensions were set for the analysis,they are "satisfaction to integrated basic service","satisfaction to compartment facilities","satisfaction to economy of high-speed rail","satisfaction to basic value-added services","satisfaction to station customized value-added services","satisfaction to commercial value-added services","satisfaction to recreational value-added services","satisfaction to ticket service".(5)Modified the classical SERVQUAL model;combined the Service Quality Model and Quadrifid Graphs Model,and investigated the quality evaluation system of high-speed rail passenger service.Three conclusions were reached in this step:?it servers better in complex quality analysis system like QESPS,if qualitative and quantitative methods are both considered;?a three-level evaluating model should be applied to indexes of quality analysis of high-speed rail passenger service,the three levels would be system level,dimensional level and single-factor level;?synthetical application of Quadrifid Graphs Model and modified SERVQUAL model benefits the three-level evaluation and will lead to a more comprehensive,precise and practical conclusion.(6)In accordance with the results of three-level evaluation,this paper pointed out the gaps between passenger desire and the quality of high-speed rail passenger service in China;furthermore,the limits of high-speed rail passenger service and response strategies were also discussed.