Measurement Analysis And Applied Research Of High Speed Railway Passengers’ Customer Experience

In recent years, people’s life has improved a lot, meanwhile, the commodity economy and the service economy have matured increasingly. Passengers are not only satisfied with the displacement, they pay more attention to the service and comfort during their trip. In order to enhance the China Railway High-speed’s core competitiveness, China Railway Cooperation, the manager and operator of the high-speed rail passenger service, has to concentrate on passengers’customer experience and try to optimize the high-speed rail passenger service. However, at the present stage, the evaluation management of high-speed rail passenger service still stays at the purpose of promoting passengers’satisfaction. And the research about optimization and improvement of passengers’customer experience has not draw attention yet. For all the above reasons, it is meaningful and significant to research the measurement and application of high-speed rail passengers’customer experience.The paper focuses on high-speed rail passengers’customer experience, using structural equation modeling techniques and questionnaire inquiry to design the high-speed rail passenger service strategies. The paper mainly completed the following work.Firstly, the paper analyzed the product feature of high-speed rail passenger service and the segment of passengers’trip. Then the paper gave definition of high-speed rail passengers’customer experience, analyzed its constitution and characteristic, summarized its the process ingredient and consequence ingredient. After that, the paper established the Structural Equation Model of high-speed rail passengers’customer experience, put forward the model parameters’solving and testing method with theories of analysis of covariance structures and partial least squares path modeling analysis.Then the paper designed the questionnaire of high-speed rail passengers’customer experience by using the discrete visual analogue scoring system. The paper divided the valid samples of 1103 passengers into three groups with K-Means Cluster Analysis. Then the paper solved the Structural Equation Model of high-speed rail passengers’ customer experience, and analyzed the customer experience preference of different kind of passengers.Finally, according to the evaluation of high-speed rail passengers’customer experience, the paper set up and calculated the House of High-Speed Rail Passenger Service Quality on the basis of Quality Function Deployment. In the light of evaluation consequence analysis, the paper came up with a set of strategies of high-speed rail passenger service design, for the sake of improving the high-speed rail passengers’ customer experience.