SERVQUAL Model Based Evaluation Analysis of Railway Passenger Transport Service Quality in China

查看全文 作　　者：Huiwei [1]Niu;Jiao [1]Yao;Jing [2]Zhao;Jin [3,4]Wang

机构地区：[1]Business School,University of Shanghai for Science and Technology,Shanghai,200093,China;[2]Department of Transport&Planning,Delft University of Technology,Delft,2628CN,Netherlands;[3]School of Computer and Communication Engineering,Changsha University of Science and Technology,Changsha,410114,China;[4]School of Information Science and Engineering,Fujian University of Technology,Fuzhou,350118,China

出　　处：《Journal on Big Data》索引2019年第1卷第1期,共8页

摘　　要：Railway is the backbone of Chinese transportation system,but its poor quality of services for passengers cause complains now and then.This study first analyzed the influencing factors of service quality on railway passenger,and its quality characteristics was also explained,and finally we proposed an evaluation system of service quality on railway passenger transport.Through the statistical analysis and processing of the basic information from survey data from railway station,trains and the official website of the ticket purchase,the evaluation score of question naire was converted into the score in evaluation index system,which was based on SERVQUAL model.Finally,the evaluation index system was applied to the field test,and all levels of indicators and the overall evaluation of railway passenger transport service quality was obtained.The relevant results show that the evaluation model of this study is concise and practical,and the method has certain practicability and promotion value,which is beneficial to the department of management supervision in railway transportation. 关键词：RAILWAY PASSENGER TRANSPORT service quality evaluation INDEX SERVQUAL model PASSENGER SATISFACTION

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SERVQUAL Model Based Evaluation Analysis of Railway Passenger Transport Service Quality in China

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