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Research of Test and Assessment for High-speed Railway Customer Satisfaction

Author: ChenHanSong
Tutor: BoWei
School: Beijing Jiaotong University
Course: Technology Economics and Management
Keywords: High-speed Railway Customer Satisfaction Evaluation Index System
CLC: F532;F274
Type: Master's thesis
Year: 2010
Downloads: 255
Quote: 1
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Abstract


Customer satisfaction is the joyful or disappointed state after a man had the perception of a product or a service comparing with the expectation. Customer satisfaction degree is the quantification of customer satisfaction and the effective integrated indicator that measures enterprise service quality. With the development of society and the improvement of people’s living standard, people pay more and more attention to mental and physical double satisfaction, enterprise also pay more attention to the quality of service, to obtain customer satisfaction, and increase customer loyalty and keep sustainable competitiveness of enterprises.At present, china’s high-speed railway is in the stage of rapid development. The Beijing-Tianjin inter-city trains, Wuhan-Guangzhou high-speed railway and Zhengzhou-Xian high-speed railway which have been operating made contributions for the passenger diversion. At the same time, the passenger service quality is being tested. The pace of life is to make people more higher requirement of travel tools that will have great influence on the customer degree of satisfaction of passenger products and services. So we should do research on the evaluation of high-speed railway customer satisfaction, in order to improve the service quality.The paper constructs a high-speed railway evaluation index system of customer satisfaction which is based on the research of customer satisfaction theory, based on the characteristics of high-speed railway passenger market. Then it took nine factors that have effect on the customer satisfaction of the high-speed railway with factor analysis method. Making use of the model of expected-performance, it assesses the high-speed railway total customer satisfaction and finds that the actual customers feeling for high-speed railway didn’t achieve the expected level. At last, the paper analyses the main influence factors and puts forward the direction of stand-to improvement.

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