Research On Service Quality Of Zhengzhou East High-speed Railway Passenger Station Based On SERVQUAL Model

After the 2008 Beijing Olympic Games,China’s railroad industry has entered a rapid development mode,especially since the 18 th National Congress,with the strong support of the state and the unremitting efforts of railroad people,China’s high-speed railroad industry has made a great leap.High-speed railway passenger station is an important public infrastructure in the railroad passenger transportation link,and the importance of the role it plays is self-evident.At the same time,with the continuous development of the national economy,people’s demand for travel has risen,and the requirements for travel quality have also increased.How to improve the quality of passenger services on the basis of meeting the total passenger demand,so as to meet the passengers’ psychological expectations of travel services and effectively play the public management function of the railroad sector has become a key issue for railroad practitioners to consider at this stage.Based on this,this paper takes Zhengzhou East High-speed Railway Passenger Terminal(hereinafter referred to as Zhengzhou East Station)as the research object,and adopts a research method combining qualitative and quantitative analysis from the perspective of public management to analyze what factors affect passengers’ psychological expectation and actual perception of service quality in the process of providing public services to passengers in the high-speed railway passenger terminal,so as to construct an evaluation system that can scientifically and comprehensively evaluate the quality of public services in the highspeed railway passenger terminal.In order to construct an evaluation system that can scientifically and comprehensively evaluate the public service quality of HSR passenger stations,and propose targeted improvement countermeasures accordingly,so as to effectively improve passenger satisfaction.The research content of this paper is proved to have certain theoretical significance and practical value.Firstly,this paper reviews the relevant research developments at home and abroad,clarifies the basic concepts of public goods,public services,railroad passenger service quality and evaluation from the theoretical level,explains the public characteristics of high-speed railway passenger stations as an important part of railroad passenger service process,and introduces the new public service theory,SERVQUAL model and quadratic model used in this paper.Then,this paper constructs a public service quality evaluation system for high-speed railway passenger stations in provincial capitals and above cities based on the existing SERVQUAL model in strict accordance with the scientific and complete evaluation process and index selection principles,taking into account the characteristics of high-speed railway passenger stations in provincial capitals and above cities.After that,the paper takes Zhengzhou East Railway Station as the research object and collects the evaluation data of passengers on the passenger service quality of Zhengzhou East Railway Station through questionnaire survey method.After a series of quantitative analysis,including descriptive statistics,reliability validity verification,exploratory and validation factor analysis,correlation analysis and other mathematical and statistical methods,the previously constructed evaluation model is rationalized and revised to improve its validity and scientificity.Finally,the passenger satisfaction score of the passenger service quality of Zhengzhou East Railway Station was calculated as 4.200,and then the data results were visualized and analyzed by the quadratic model.The preliminary conclusion is that the passenger satisfaction rate of Zhengzhou East Railway Station is relatively high,but at the same time,the passenger psychological expectation is still not high.Finally,according to the previous paper,this paper proposes that functional departments and high-speed railway stations can improve passenger satisfaction and optimize the quality of their public services from four aspects,such as "building a platform for multiple cooperation and supply of public services in high-speed railway stations","improving the construction of passenger service infrastructure in high-speed railway stations","facilitating the adoption of opinions and communication channels between functional departments and high-speed railway stations",and "strengthening the business ability and quality training of staff in high-speed railway stations",so as to better serve passengers and create a more beautiful high-speed railway business card and gain the satisfaction and praise of the society.