Research On The Relationship Of High-speed Railway Customer Service Quality、Customer Satisfaction And Customer Loyalty

In recent years, the rapid development of China’s high-speed railway, with a good trend of sustainable development, greatly enhances the status of China’s railway in the transport industry. However, it can not meet the requirements of passengers facing high fares through high speed only. Therefore, improving service quality is necessary, especially at the background of the rapid development of high-speed railway. High-speed railway enterprises must further improve customer satisfaction and customer loyalty by improving service quality, so that it can achieve sustained competitiveness.Based on passenger perspective, this paper designs a service quality scale which is appropriate for high-speed railway enterprises and puts forward a conceptual model and hypotheses on the basis of reading many domestic and foreign literature and combination between current situation and characteristics of high-speed railway industry. This paper analyses composing factors of high-speed railway service quality including tangibility, reliability, responsiveness, assurance, empathy and price,the relationships among service quality, customer satisfaction, and customer loyalty. This paper takes advantage of questionnaires to collect the sample data, and reliability and validity analysis, descriptive analysis, correlation analysis, and regression analysis are examined by SPSS17.0. Through empirical analysis, this paper tests the conceptual model and research hypothesis and comes to the conclusion. The results show that high-speed railway service quality has a significant positive impact on customer satisfaction and customer loyalty, customer satisfaction has a significant positive impact on customer loyalty, customer attitude loyalty has a significant positive impact on customer behavior loyalty. The factor of service quality, namely tangibility, have the largest significant positive impacts on customer satisfaction and customer behavior loyalty, the second is reliability and price. Tangibility also is the biggest factor impact on customer attitude loyalty, secondly reliability and assurance. Customer satisfaction plays an intermediary role between service quality and customer attitude loyalty, service quality and customer behavior loyaltyFinally, this paper puts forward reasonable recommendations based on the research results and the actual situation and points out the limitations of this article and future research directions.