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Study on Passenger Perceived Service Quality Control in the Field of High-Speed Railway

Author: ZhaoJuan
Tutor: LinXiaoYan
School: Beijing Jiaotong University
Course: Technology Economics and Management
Keywords: gap model Perceived service quality high-speed railway control
CLC: F532;U293.1
Type: Master's thesis
Year: 2010
Downloads: 343
Quote: 2
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Abstract


At present, china’s high-speed railway is in the stage of rapid development and the achievements of high-speed railway have attracted worldwide attention. In the background against the fierce competition of various modes of transport, how the high-speed rail to expand the existing strengths is an important research topic. In order to win recognition, on the one hand, it is necessary to put intensity of investment in rail hardware, on the other hand to improve high-speed rail passenger service quality.The existing literatures of the railway passenger service quality mainly focus on evaluating the quality of service and have put forward suggestions for improvement measures, but there are many complex factors which impact service quality of high-speed railway, in order to reach the final goals quickly and economically, the ideas and methods of service quality control is proposedThis paper work on expectations and perceived service quality of high-speed railway passenger and apply the theory of quality of service high-speed rail passenger service quality control management approach. From the perspective of the overall product of Passenger service and the concept of perceived service quality, analyzing the various factors which impact the service quality of high-speed rail based on the gap model and find several critical dimensions of high-speed rail service quality. By the questionnaire,Survey measurement of the high-speed rail passenger service quality perceptions and expectations, and to analyze factors affecting the quality of service and improve the controllability of costs. Finally, these factors are divided into three factors of technical, economic, and management which conducive to implemented of service quality control and management.This paper is to propose a concept of whole product of high-speed rail passenger service, construct a high-speed rail passenger service quality model and quality of service control area selection model, identified the key factors affecting their quality of service area, optimal control standards, proposed new ideas and methods of perceived service quality control process and control program for high-speed rail passenger service quality improvement and management.

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CLC: > Transportation > Rail transport > Rail transport management projects > Passenger transport > Organization and management of passenger transport
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