The Research On Service Quality Evaluation Of Railway Passenger Transportation

With people’s living standard on the rise in our country, people’s consumption psychology is, gradually becoming mature, people is more critical about the travel ways, roads and air have been more popular with people due to their service quality improvement in recent years, reversely, the railway transportation has been its technology and equipment level are relatively out of date, together with the service consciousness of railway staff, particularly, railway passenger transportation has been criticized for service quality. The railway passenger transportation growth rate lags behind roads and air, and the market share of railway transportation of passenger is reducing.In response, the Bureau of Railways has made many rules and regulations to improve service quality of railway passenger transportation, the rule and methods of service quality of railway has been introduce in the paper established a series of evaluation index, and through the multiple comparison evaluation model, but evaluation result without passengers is not very accurate and reliable, because passenger is the service buyers, on the other hand, the witness of service process. The passenger evaluation about the process impacts on the service quality directly.Giving priority to the passengers, this paper makes an evaluation of service quality of railway passenger with the method of SERVQUAL model. At first, this paper makes SERVQUAL scale according to the actual situation, secondly, a survey is made among passengers randomly, together with the service expectation and perception investigation, and SERVQUAL grade is concluded after the calculation of the difference value between service expectation and perception. At last, this paper makes an analysis of the evaluation result, and the existing problems is found out in the service, therefore, corresponding measures is taken to improve service quality of railway passenger, and increase the market competitiveness.