Empirical Study On The Railway Ordinary Speed Train Service Quality Based On Customer Perception

With the development of domestic economic and living level, people’s demand for spiritual life has become increasingly rich, tourism has become an indispensable part of people’s life. Railway passenger transport industry is an important part of tourism, it is also a big artery of tourist communications in China.The railway transportation has safety coefficient, high transport capacity, affordable cost and other advantages, it is currently the main mode of transport in domestic long-distance travel. There is keen competition between the water transport, the road transport and the air transport. The railway department of our country from 1997 to April 1, the first high speed to red flag train, then direct express train, China railway high speed has been started opening line of leapfrog development, coruscate gives the vitality and the competitive advantage is more obvious.The increase in the level of development and construction, the railway engineering technology in China is way ahead in the world, but in contrast, the level of service quality of railway passenger trains are not coordinated with the development. Although at the present stage, the service quality of the high-speed trains may be better than the normal speed trains, but the normal-speed trains occupy more than half of the railway passenger volume. As we know, the normal-speed trains have low customer satisfaction and high complaint rate, it is the comprehensive competitiveness of railway passenger transportation department "short board". As the embodiment of the basic carrier of railway enterprise image of the important link and the impact of customer satisfaction, there are many unsatisfactory places of the general speed train service quality, such as the poor environment, the high customer complaint rate, and so on. What are the main factors that influence the customer satisfaction of the general speed train? Why are the customers not satisfied of the general speed train′s service? How to improve customer loyalty to enterprise products? These are the issues that need to be studied.This paper takes "customer perception" as the breakthrough point, and take the train "service process" as the context. On the basis of a great deal of literature at home and abroad, by the case of two pairs of the normal speed trains that belong the Wuhan Railways Bureau, I design the questionnaire for collecting data. Through a large amount of investigation and data analysis, we can draw a conclusion that from the point of view of technical influencing factor, perception of price factor, environmental factor and staff service perception factor, we also reach a conclusion that technical factor is the primary factor affecting customer satisfaction, though internet are staff service factor and environmental factor, and finally the price factor. At the same time, this paper according to the relevant data, the relationship between the concept of customer perceived service quality, customer satisfaction and customer loyalty were empirical researched. From the conclusions of this paper, we can provide the evidence and suggestions for improving the quality of service, also provide materials and direction for the follow-up study.