Research On The Relationship Among The Service Quality Of Wuhan-guangzhou High-speed Railway, Passengers’ Satisfaction And Their Repeat Taking Intention

With the needs of socio-economic development, the construction of high-speedrailway catches attention from a lot of countries. Being comfortable and convenient, lowenergy consumption, and high efficiency have become the common trend of thedevelopment of high-speed railway. Currently, the total mileage of the high-speed railwaynetwork in operation around the world has already reached ten thousand kilometers. Inrecent years, in response to the increasing consumer needs of traveling and therequirement of travel quality, China has begun to construct high-speed railways in thewhole country. Wuhan-Guangzhou passenger dedicated line which connects Wuhan toGuangzhou began to be constructed in2005, and was opened to the traffic on December26,2009. It alleviates the pressure of the Beijing-Guangzhou Railway, narrows thedistance among the cities, and promotes interregional economic exchanges, but it alsofaces many challenges in management. Issues such as how to improve the service qualityof high-speed railway, how to promote the passengers’ usage rate and how to advance theprofitability of high-speed railway are worthy of our discussion and reflection. Therefore,the research on the relationship among the service quality of Wuhan-Guangzhouhigh-speed railway, passengers’ satisfaction and their repeat taking intention is of greattheoretical and practical significance.Based on the theory of service quality and customer satisfaction, and combiningwith various analytical methods, this thesis makes a research on the relationship amongservice quality, customers’ satisfaction and their repeat taking intention. This article firstdescribes the theories of service quality, customer satisfaction and customer’s repurchaseintention, then takes Wuhan-Guangzhou high-speed railway as an example to test thehypotheses of service quality, customer satisfaction and the passengers’ repeat takingintention, and finally puts forward the strategies and suggestions on improving the servicequality of Wuhan-Guangzhou high-speed railway and promoting the passengers’ repeattaking intention.This thesis draws the following conclusions. Firstly, the service quality ofWuhan-Guangzhou high-speed railway and passengers’ satisfaction has a direct impact onthe passengers’ repeat taking intention. Secondly, service quality has an indirect impacton the passengers’ repeat taking intention through the mediating effect of customersatisfaction. Thirdly, among the five dimensions of service quality, empathy andresponsiveness play the most significant role in affecting the passengers’ satisfaction. The creativity of this thesis mainly lies in that it makes an empirical analysis on therelationship among the service quality of Wuhan-Guangzhou high-speed railway,passengers’ satisfaction, and their repeat taking intention, by selecting the passengers ofWuhan-Guangzhou high-speed railway as research objects. It discusses the direct andindirect impact of the five dimensions of service quality and passengers’ satisfaction onthe passengers’ willingness to take Wuhan-Guangzhou high-speed railway again. It drawsthe conclusion which is in line with the reality, enriches the research object, and expandsthe research area.