Research On Service Quality Of High-speed Rail, Perceived Value And Purchase Intentions

This research take the high-speed rail passengers as the research object，andthe research content mainly includes the high-speed rail service quality，perceived value and purchase intentions of passenger. The dates mainly comethrough questionnaires，and the place is Beijing South Railway Survey station.After the data collection，400questionnaires were screened and remove46questionnaires which the answer does not complete.354valid questionnaireswere recovered and the recovery rate is88.5%. To use SPSS16.0software bydescriptive statistics，reliability and validity，factor analysis，variance analysisand correlation analysis of data processing, finally I obtain the results of thisstudy.The results showed that: high-speed rail service quality is composed oftangible，reliability，assurance，empathy and responsiveness in five dimensions;High-speed rail passengers’ travel time perception has obvious genderdifferences，males are less than females; High-speed rail passengers’ travel costshave obvious differences in occupation，the passengers who work in the army， government and school perceived higher travel costs than the passengers whotake other occupations; High-speed rail passengers’ recommendation will haveobvious gender differences in education background，and men are lower thanwomen，junior high school is lower than other passengers; Passengers’ will thatto take high speed rail again have obvious difference in the education level，junior high school is lower than other passengers; Service quality andpassengers perceived value has significant positive correlation，and betterservice quality can make high-speed rail passenger higher perceived value;Service quality and passengers will have significant positive correlation，and thebetter quality of service it makes，passenger is more willing to take thehigh-speed rail travel once again; Perceived value and purchase intentions are asignificant positive correlation，and the higher perceived value passengers feel，passenger is more willing to take the high-speed rail travel once again.By the end，through the results summarized，the result is that at presentChinese high-speed rail development process has some problems andmanagement deficiencies. The relevant departments should strengthensupervision to ensure that Chinese high-speed rail service goes to a more healthyand orderly development direction.