Research Based On Government Regulation About Influencing Factors Of High-speed Railway Passenger Transport Service Quality

Since 2004,China's high-speed railway has been experiencing the prosperous development,which also brings the necessity to improve the service quality of high-speed railway passenger transportation.Based on the railway passenger transportation service quality standards,the supervision mechanism of high-speed railway passenger transportation service quality is not complete until now.Studying the factors influencing the supervision of high-speed rail passenger transport service quality can help primarily understand the causes of the differences in service quality,establish an objective and effective evaluation system of high-speed rail passenger transportation service quality and ultimately achieve the overall improvement of passenger transportation service quality.Based on the determination of the supervision objectives of high-speed rail passenger transportation service quality,this paper makes a comparative analysis of domestic and foreign standards of high-speed railway passenger service quality.From the standpoint of standard formulation,it draws three principals for constructing the influencing factors system and establishes comprehensive customer requirements,which combines the research requirement of service differentiation,the enterprise demand of service quality management and the railway supervision demand.Starting from the links and objectives of high-speed railway passenger transportation service,the method of establishing the influencing factors system based on supervision and the system on account of the current high-speed railway development level are constructed,and the system is revised and structurally validated by the statistical data of passenger satisfaction.In virtue of the comprenhensive empowerment and performance evaluation results of influencing factors at all levels,the present situation and performance of each influencing factor and its applicability to practice are clarified.The quality of passenger transportation service of high-speed railway under supervision is quantified and the corresponding tolerance interval is defined.Based on the current situation,this paper constructs a system framed by 4 first-level influencing factors:ticketing service,station service,train service and management service with 20 second-level and 54 third-level subordinate influencing factors,49 of which are revised by using 4 CFA models and the SEM.The structural model and data fit well,verifying the rationality of the structure of three-level influencing factors.In the process of empowerment and performance evaluation of influencing factors,the importance of the 1^st-level influencing factors is got,ranking high to low:management service,train service,station service,ticketing service.The latter two influencing factors are defined as“deep improvement demensiton”while train service and management service are respectively defined as“continuous maintenance dimension”and“focus-needed dimension”,where the regulatory strategies are drawn,of recently increasing the investment of supervision resources in the management service,establishing a regulatory channels system to meet the needs of passengers and the service quality standard based on the influencing factors system of this paper,classifying the service quality of stations and trains and establishing a long-term coordination mechanism of supervision.The minimum value standards of quality indicators in the final modified influencing factors system such as waiting time,equipment and facilities reliability are clarified and a universal quantitive indicator system by percentage of passengers who can receive service is constructed with their tolerance interval caculated by the positive linear efficacy function.