Research On Quality Evaluation System Of High-Speed Rail Passenger Service

With the increasingly fierce competition in the passenger transport industry and the transformation of passengers' consumption concepts,only by fully understanding the needs of passengers and constantly improving the service quality,can high-speed railway stand out among numerous modes of transportation.Therefore,the key problem faced by the high-speed railway operation and management department is how to comprehensively and reasonably evaluate the service quality of high-speed railway passenger transportation,so as to continuously improve the service quality and enhance the competitiveness.Based on the characteristics of high-speed railway passenger service and the travel needs of high-speed railway passengers,this paper attempts to construct a reasonable and applicable evaluation system of high-speed railway passenger service quality.First of all,this paper sorts researches on service quality at home and abroad,then introduces the connotation of service quality,summarizes the concept and characteristics of railway passenger service,introduces the advantages of high-speed railway passenger service and it's content and characteristics about quality.and lists some customer satisfaction index model of different countries and standard family quality evaluation method.All of this lay a theoretical foundation for the determination of evaluation methods.In the third chapter,through the analysis of evaluation angle and evaluation method of service quality,we try to comnine customer satisfaction index and the third-party evaluation method which means we select a evaluation method combining subjective and objective to evaluate high-speed railway passenger service quality comprehensively and reasonabley.Therefore,aming at the characteristics and market positioning of high-speed railway passenger service,we build the passenger satisfaction evaluation index system and the third-party evaluation index system respective.In chapter four,according to the evaluation index system,the passenger satisfaction index model based on the structural equation model and the third-party service quality evaluation method based on the standard family quality evaluation are established.Through establishing hierarchical structure,we propose a comprehensive evaluation method for passenger service quality of high-speed railway.Finally,we takes the high-speed railway under the jurisdiction of Xi'an Railway Regulatory Bureau as an example,and obtains the modified passenger satisfaction index model through fitting and evaluating the theoretical model.The results show that the service quality of the study subjects has been recognized by passengers and the third-party professionals.In addition,we summarizes the key issues aming at the service quality of highspeed railway and puts forward improvement suggestions from five aspects.