Research On Railway Passenger Train Service Quality And Customer Satisfaction Relationship

Has been the railway Passenger charged with the important transport tasks, it is the preferred way for long-haul passenger travel.With the deepening of reform and opening up, passengers travel requirements are also continuously improving at the same time, air, road passenger transport, water transport is also spending a lot of effort at software and hardware. the passenger transport market competition is fiercer than ever.Speed rail from the first to Shuangyou trains, direct express, EMU and the opening of the high-speed rail line, train is showing strong vitality.Railway passenger transport has its natural advantages, such as the low fare, high safety factor, strictly the timing. Service quality and passenger satisfaction has always been the boast about the topic. The hardware level of the railways has been greatly improved, what about the railway passenger satisfaction in the end? If there are imperfections in the gap where? The quality of the work of the passenger train is not only an important carrier of satisfaction, but also reflect the image of the key links of the railway,what specific expectations do the passengers have for passenger train services?This article will be customer-oriented,"TQM" as the guiding ideology, the "process" as the main line to service quality and the mediating variables of "perceived value" to commence a study on passenger satisfaction, in order to to provide theoretical support and guidance on the passenger practice.Improving the quality of passenger service and passenger satisfaction, is both opportunities and challenges for China’s railway passenger transport. If railways wants to succeed in the increasingly fierce competition in the market to gain a firm foothold, the most important is to strengthen the management of the quality of passenger service and improve service quality. Domestic study of rail passenger train service quality and passenger satisfaction is also not mature, the author takes a lot of practice and get on the basis of the extensive literature at home and abroad, through the design of targeted questionnaires on four trains of the Beijing Railway Bureau. Shijiazhuang Passenger segment to research in three months, and draw conclusions through data analysis to identify the key factors to affect passenger satisfaction, but also to provide material and direction for subsequent research. And put forward countermeasures to meet passenger demand and increase passenger comfort. Provide constructive basis to improve passenger satisfaction. Thus conclude that analyzing from safe, comfortable, economical, convenient and four dimensions, comfort is the primary factor affecting satisfaction.