| This paper focuses on the relationship between the demographic characteristics of Changsha Maglev Express’ s customers and service quality,customer satisfaction,also between service quality and customer satisfaction.the relevant strategies to improve the operation efficiency and customer satisfaction are discussed.There are 9 demographic variables were designed.PZB model was used to measure the customer’s perceived service quality,which contains five dimensions,that is,tangibles,reliability,responsiveness,assurance and empathy.On the basis of previous studies,customer satisfaction was measured by Staff satisfaction,equipment satisfaction,product satisfaction and overall satisfaction.Taking Changsha maglev express’ s customers as study object,a questionnaire was designed to conduct random sampling survey,withdraw 517 copies of effective questionnaire.Accordingly,SPSS is used to analyze these data.The relationship between demographic variables,service quality and customer satisfaction is discussed from the angle of passengers.The results show that passengers are most dissatisfied with the services of waiting trains,transfer convenience,system failure frequency,staff address,parking outside of the maglev express station,and fares of the Maglev express.The groups of different age,education,monthly income,Number of times per month,career,Driving purpose and riding period have significant differences on perceived service quality and customer satisfaction,but not all of them.And there is a significant positive correlation between service quality and customer satisfaction,that is,the better the quality of the maglev express service is,the higher the customer satisfaction is.Finally,from the aspects of improving service quality,differential service strategies,special exclusive service,price preference,and equipment optimization and upgrading,this paper provides a series of references for improving service quality and passenger satisfaction. |
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