Research On Service Quality Improvement Strategy Of Guangzhou-shenzhen High-speed Railway Passenger Transport

With the rapid development of aviation,road and railway transportation,the competition in my country’s passenger transportation market has become increasingly fierce.The quality of passenger transportation services largely determines the competitiveness of the passenger transportation market.With the rapid development of expressways,my country’s high-speed railway network has built a relatively complete and mature scale,which puts forward higher requirements on the quality of my country’s passenger transport products.In today’s society,the importance and role of high-speed rail have been well known by most people and all have enjoyed the convenience brought by high-speed rail.In today’s increasingly fierce competition in the passenger transport market,improving service quality is still the main channel to gain competitiveness.Compared with general passenger transportation,high-speed rail passenger transportation has significant differences in hardware facilities and transportation objects.But as an emerging domestic transportation industry,the importance of high-speed railways is selfevident.As the most important component of the Guangzhou-Shenzhen-Hong Kong high-speed railway,the improvement of the service quality of the Guangzhou-Shenzhen high-speed railway has great benefits for increasing the competitiveness of enterprises.Therefore,it is necessary to improve passenger satisfaction and improve the quality of high-speed railway passenger service.However,there are many studies on high-speed rail operation and marketing strategies in the past research,but there is a lack of empirical analysis on the quality of the high-speed rail passenger transport market and research on the improvement of service quality.Based on this,this article takes the Guangzhou-Shenzhen high-speed rail passenger service as an example,and analyzes the service quality of the Guangzhou-Shenzhen high-speed rail passenger service market,and compares and analyzes the perception and expectation value of the passenger service quality of the Guangzhou-Shenzhen high-speed rail passenger.Satisfaction with the quality,and then get the problems in the service quality,and finally put forward targeted strategies and suggestions.Taking Guangzhou Shenzhen high-speed railway passenger service as the research object,this paper studies the quality management of Guangzhou Shenzhen high-speed railway passenger service by combining literature analysis,questionnaire survey and quantitative analysis.In this paper,firstly,through combing the relevant literature,the service quality,service quality evaluation and other related contents are clarified.Secondly,the company situation and passenger service situation of Guangzhou Shenzhen high-speed rail passenger transport service are described.Thirdly,based on Servqual theoretical model,a Guangzhou Shenzhen high-speed rail passenger transport service model is designed,which includes five dimensions of tangibility,reliability,responsiveness,assurance and empathy,with a total of 25 indicators Based on the questionnaire of service quality,this paper makes a comprehensive evaluation on the passenger service quality of Guangzhou Shenzhen high-speed railway,and further analyzes the existing problems from five aspects of tangibility,reliability,responsiveness,assurance and empathy.Finally,according to the reality of the passenger service quality of Guangzhou Shenzhen high-speed railway,the corresponding strategies for improving the passenger service quality of Guangzhou Shenzhen high-speed railway station are formulated from five aspects of tangibility,reliability,responsiveness,assurance and empathy.In terms of tangible improvement strategy,we need to strengthen the construction of software and hardware services and intelligent services;in terms of reliability,we can build flowers of high-speed rail services and enrich service means;in terms of responsiveness,we need to strengthen the people-oriented service concept and service recovery mechanism;in terms of assurance,we need to strengthen the management ability and service personnel ability In terms of empathy,we can build tourism special lines and enrich service links.This article is based on the basis of improving the service quality of Guangzhou-Shenzhen high-speed rail passenger transport,combined with domestic and foreign research in order to provide a solid theoretical basis for this research,and at the same time provide an effective reference and reference for the same type of high-speed rail passenger service improvement.