Abstract
SERVQUAL Model Based Evaluation Analysis of Railway Passenger Transport Service Quality in China
Highlights
Railway is the main mode of transportation in China
In the current evaluation index system of railway passenger transport service quality, there is a lack of organic integration of the travel process
Through the research on the monitoring methods of railway passenger transport service quality, the research results are of great significance for railway passenger transport management departments to improve their service level, to meet the increasing travel demand of railway passengers, to enhance the competitiveness of railway transport in the transport market, and to improve the operation efficiency of the national economy
Summary
Railway is the main mode of transportation in China. With the improvement of China's economic level, passengers’ perception of service quality is constantly improving. In view of the above deficiencies, this paper summarizes a set of monitoring methods for railway passenger transport service quality under the relevant factors of comprehensive consideration of railway passenger transport service quality, and designs three-level evaluation indicators. Combining with the actual investigation cases, it shows that the monitoring method of railway passenger transport service quality in this study is feasible, reasonable and scientific, so as to evaluate the existing railway passenger transport service quality. Through the research on the monitoring methods of railway passenger transport service quality, the research results are of great significance for railway passenger transport management departments to improve their service level, to meet the increasing travel demand of railway passengers, to enhance the competitiveness of railway transport in the transport market, and to improve the operation efficiency of the national economy. The evaluation of passenger transport service quality is conducive to the supervision and consideration of the daily work of railway departments, finding out the shortcomings of products and services, timely improvement and adjustment, and improving the quality and service level of services
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