High-speed Rail Service Optimal Research Of Passenger-based Travel Experience

The operation on the Beijing-Shanghai line of the 350-kilometer ‘Revival’ EMU set a new benchmark for China high-speed railway serving as the world’s high-speed rail commercial operations.Since the beginning of the first high-speed train in 2007,the speed of train operation has constantly increasing and the models are constantly being updated during the past ten years.However,there is still a great value of exploration in terms of cohesion and coherence of all aspects of passenger travel in high-speed rail service.As a business card,China high-speed rail service should provide better service products to meet the variety demands of passengers.The service is an intangible product,it can’t achieve self-display,we must send the relevant information to customers with the help of a serious of tangible certificates so that customers can evaluate and judge the service and quality of the service accordingly.Based on the research results of a large number of service designs and the travel experience of passengers,this paper divides a complete travel process into three parts in chronological order: before travel,during travel,after travel.This paper further refines the travel process into 14 travel links,applying QFD theory to the needs of 14 links.The first stage: transforming passenger demands into service performance,that is secondary demand;The second stage: transforming service performance into the service project,that is,the three-stage demand.According to the two-factor theory,the secondary needs are designed as a pair of questions for questionnaire survey.Statistical survey databases on KANO theory attributes the secondary passenger demands to four attributes: mandatory,expectant,attractive and non-differential.Calculate the ‘passenger satisfaction benefit factor’ to derive the demand weight.Converting demand weights to service item weights through HOQ quality house tool,sorting the weights of the 69 service items and discarding the 10 services with lower weights corresponding to the undifferentiated requirements,you can get the service project collection.Select at least one item from each project collection to meet the needs of the alternatives in all aspects of passenger travel.This paper proposes that passenger satisfaction is affected by the importance of service projects and the degree of service provision of enterprises.Establish an optimization model with the objective function of passenger satisfaction and cost control.Solving models to get different cost,pre-calculate the best combination of high-speed rail service projects for passengers.