Research On Comprehensive Service Quality Evaluation Of High-speed Rail Passenger Stations Based On Passenger Perception

The development of the service economy has made more people choose high-speed rail travel,and people pay more attention to their service experience while enjoying the convenience and speed of high-speed rail travel.High-speed rail passenger station is an important place to provide travel services for high-speed rail passengers,passengers are the main body of operation of the passenger station,based on the passenger perception of the comprehensive service quality of the high-speed rail passenger station research,can effectively understand the diversified needs of passengers,so as to improve the service quality of high-speed rail passenger station.First of all,based on the analysis of the passenger travel process at the high-speed rail passenger station,the influencing factors of the perceived service quality of passengers in the high-speed rail passenger station are summarized,and the first-level index dimension is determined from six aspects: infrastructure service,ticket service,information service,emergency service,business environment service and personnel service by analyzing the service elements and service content of the high-speed rail passenger station,using the method of system analysis,combined with Maslow’s hierarchy of needs.From the perspective of passenger perception,through the summary of the previous literature and considering the current epidemic environment,28 secondary indicators were determined,including four new indicators: "emergency evacuation level","emergency effect","epidemic prevention work","dress and wear masks",and initially built a comprehensive service quality evaluation index system for highspeed rail passenger stations.Through the exploratory factor analysis,the indicators are streamlined,and finally a comprehensive service quality index system of high-speed rail passenger stations based on passenger perception is constructed.Secondly,the rationality of the index system is verified by using the first-order and bivalent confirmatory factor analysis models in the structural equation model,the pre-processed survey data is imported into AMOS26.0,the model is tested and corrected,the rationality of the index system is determined,and the weight is determined according to the path impact relationship between the modified model indicators and the subjective and objective combination weighting approach of the analytic hierarchy method,and a comprehensive service quality evaluation model of high-speed rail passenger stations based on passenger perception is established.Finally,taking Nanjing South Railway Station as an example to conduct an example study,and the comprehensive service quality score is calculated by the comprehensive evaluation model to be 3.800 points(out of 5 points),which reaches the service level of medium or above.Among them,infrastructure services scored 3.768 points,ticket service 3.726 points,information services3.947 points,emergency services 3.840 points,business environment services 3.575 points,personnel services 3.841 points,and the IPA method evaluation results were used to make targeted suggestions for the development of Nanjing South Railway Station.The comprehensive service quality evaluation research of high-speed rail passenger stations based on passenger perception studied in this paper has certain practical value,which can provide research basis for relevant scholars,and provide a reliable evaluation method for managers to evaluate the current service quality status of high-speed rail passenger stations,and provide direction for the improvement of their service quality to meet the needs of passengers.