Passenger Experience of China’s High Speed Rail (HSR) Service

Ruining Wu

doi:10.4236/jss.2018.63018

Abstract

The development of high-speed rail (HSR) is one of the high priority programs in China. China’s HSR network has become the most heavily used transportation system in the world. Despite its advanced technical features, however, little research focuses on passenger experience and passenger interaction with HSR system; passengers’ satisfaction of high-speed train service is relatively low in China. This article identifies four factors influencing passenger experience in China’s high-speed train station, namely 1) the price, 2) the people present, 3) the service process and 4) the physical facilities. By this article, we would learn the new knowledge about passenger experience of Chinese HSR train station. These new insights can also be used to optimize passengers’ experience of China’s high-speed train station design.

Highlights

Despite its advanced technical features, little research focuses on passenger experience and passenger interaction with High-Speed Rail (HSR) system; passengers’ satisfaction of high-speed train service is relatively low in China
We would learn the new knowledge about passenger experience of Chinese HSR train station
High-speed railway (HSR) is regarded as one of the most significant technological breakthroughs in passenger transportation developed in the second half of the 20th century [1]

Summary

Introduction

High-speed railway (HSR) is regarded as one of the most significant technological breakthroughs in passenger transportation developed in the second half of the 20th century [1]. China’s HSR system offers a significant improvement over traditional rail transport. Focusing on passenger experience of China’s high-speed rail service in the train station will help to improve these problems. Norman (1986) popularized the term “user-centered” to describe design based on the needs of the user. He says that user-centered design is the key to a successful product or service [4]. All researches described above support the idea of “user-centered design” and emphasize the importance of accurately defining user requirements to improve a given product or service. The HSR service should center not on technology developments, but instead on the experiences of people [6]

The Development of High-Speed Rail Service

The Emerging Problems of High-Speed Rail Service in China

Findings

Conclusions