Research On Service Quality Of High-speed Railway Station Based On Passenger Perception

With the continuous growth and development of my country’s railway transportation industry,passengers have higher and higher requirements for the service quality of high-speed railway stations because their consumption concepts are constantly changing.The high-speed railway passenger station must not only meet the existing service quality standards and regulations,but more importantly,realize the improvement of its own service quality from the needs of passengers in order to stand out in the passenger service industry.This article in based on traveler perception of situation,degree of importance of the quality of high-speed rail station service factors,research and satisfaction evaluation of high-speed rail service quality,aimed at travelers’ Perception inquiry at the current lack of high-speed rail station quality service to find out Weak links in service quality should be improved in a targeted manner.First of all,this article analyzes the service characteristics of high-speed rail stations from the perspective of passenger perception,and divides the service links provided by high-speed rail stations into ticketing services,waiting service,ride services,inbound and outbound services,and value-added services based on the service process of high-speed rail stations.Identify the factors affecting service quality based on passenger perception from the above-mentioned service links.Secondly,this article uses of factor analysis of influencing factors are treated to Lanzhou West Station as an example finally summed seven major impact indicators.Establish a fuzzy structure interpretation model based on FISM influencing factors.When the horizontal cut-off matrix value is 0.02,the constructed hierarchical structure model of influencing factors is closest to the real situation.The results show that the structure of factors affecting the service quality of high-speed railway stations can be divided into three levels,among which public security and order satisfaction in high-speed railway stations are the deepest influencing factors.According to the research results,the influence path was verified by Amos software,and the degree coefficient of the mutual influence between the influence factors was explored.Finally,the paper uses Lanzhou West Railway Station as the research object to carry out a case study.Through the establishment of a Rasch-based passenger perception high-speed rail station service quality evaluation model,the survey data is fitted to obtain the difficulty overcoming coefficient of each service item,that is,the passenger dissatisfied service project.According to the results of DIF group difference analysis,obtain gender,age,educational background,travel frequency,and the difference in difficulty values of the five groups who are satisfied with the current service.Use the project difficulty curve(ICC)to diagnose the model results,and get the priority order of project improvement And the degree of improvement,and put forward suggestions for improvement on the service quality of Lanzhou West Railway Station from three aspects: target population,service items,and passengers’ opinions.