The Research On The Evaluation Of Beijing-Shanghai High-speed Railway Customer Satisfaction:Based On Customer Perception

With the improvement of people's living standard,people can choose more and more ways to travel.As a new type of rapid transportation,high-speed rail has occupied an important position in passenger transport in China.Beijing-Shanghai high-speed railway,as one of the most important high-speed railway lines in China,has sent more than 800 million passengers.In order to maintain the competitive advantage in the increasingly fierce passenger transport competition,railway departments must find out the reasons why consumers like or dislike high-speed rail transport and have a systematic and clear understanding of the satisfaction of high-speed rail passengers.Based on the past scholars ‘research on the model of high-speed rail customer satisfaction,this paper establishes the factors affecting the customer satisfaction of BeijingShanghai high-speed rail.In this paper,the theories of customer perception and service contact are incorporated into the framework of customer satisfaction.By analyzing the relationship between perceived service quality and perceived value and satisfaction at different stages of high-speed rail passengers ‘ride,the research framework of influencing customer satisfaction of high-speed rail is constructed by factor analysis and structural equation model,and the path coefficient is calculated.The relationship among the latent variables is obtained.According to the conclusion of this study,the impact of service quality perceived by consumers at different stages on their satisfaction is different.The service quality perceived by consumers before boarding the car will not directly affect the final satisfaction but will affect the satisfaction by affecting their perceived value.The perceived service quality of consumers after getting on and off the car will directly and indirectly affect their satisfaction through two paths at the same time.This study provides a framework for railway departments to scientifically measure customer satisfaction of high-speed rail passengers and provides basis and corresponding suggestions for relevant departments to enhance service quality.