Research On Quality Evaluation System Of Railway Passenger Service

If the railway company wants to succeed in the more and more competitive market of the passenger transportation, enlarge transportation quantity is not enough, the urgent task is to improve service quality in passenger transportation. Firstly, the basic theory of service, service quality and railway passenger service quality are introduced systematically. Secondly, based on the demand of passengers and the quantitative analysis of it, a more comprehensive, targeted and operable quality evaluation system of railway passenger service is established, at the same time, how to confirm evaluation indexes, the weight of each index and satisfaction are analyzed, and the characteristics of the quality of railway passenger service is discussed as well. In order to evaluate the quality of railway passenger service, the SERVQUAL (Service Quality) model is cited in the paper after analyzing the service quality gap model, the service quality gap model for railway and the grey conjunction evaluation model. On the basis of this, a quantitative model with five properties and twenty-four factors is developed which is used to evaluate the quality of railway passenger service. Moreover, a questionnaire is designed to investigate the quality of the railway passenger service, then through investigating 128 passengers' expectation and perceive on the service quality of T1/2 (belong to Guangzhou Railway company) and analyzing those data, the scientific and feasibility of this model is proved. Finally, in order to solve the problems existing in railway passenger transportation and to meet the necessary conditions of implementing the established SERVQUAL model, some proposes are put forward. Such evaluation model also has some reference value for other transportation forms (such as highway, civil aviation and waterways and etc) to assess their service quality.