Evaluation And Improvement Strategy Of Service Quality Of High-speed Railway Passenger Station

Driven by the service economy,high-speed rail travel has gradually entered public life.While people enjoy the convenience of high-speed railway transportation,they also pay more attention to the service experience of high-speed railway.High-speed railway service is divided into two parts: high-speed railway passenger station service and train service.The order of high-speed railway service for passengers is high-speed railway passenger station service(place of departure),train service and high-speed railway passenger station service(place of destination).The importance of high-speed railway passenger station as the starting point and the end point of high-speed railway service is self-evident.At present,there is a problem of service quality in high-speed railway passenger stations,which cannot fully meet the diversified needs of passengers,and the service level needs to be improved.Therefore,it is of great significance to establish a service quality evaluation system for high-speed railway passenger stations,evaluate the service quality of high-speed railway passenger stations,constantly improve the service level and promote the high-quality development of high-speed railway passenger stations.Based on the study of Service Quality evaluation theories,this thesis analyzes the Service process of high-speed railway passenger stations,draws on SERVQUAL(Service Quality)evaluation scale,and finds out the main factors affecting the Service Quality of high-speed railway passenger stations according to the national standard of railway industry.A service quality evaluation system,including 8 evaluation dimensions and 49 evaluation indexes,is preliminarily constructed.Through the index screening by passengers and index optimization by experts,the service quality evaluation system of high-speed railway passenger stations,including 7 evaluation dimensions and 36 evaluation indexes,is finally determined.Based on passenger perception,the weight of the evaluation index was determined by the combination of expert weighting ratio of 30% and passenger weighting ratio of 70%.Taking Jinan West Railway Station as an example,the Service quality evaluation system of high-speed railway passenger station is used to carry out the Service quality evaluation.SERVPERF(Service Performance)is used to evaluate the passenger’s perceived satisfaction as the Service Performance.The Likert five-dimension evaluation scale is used to evaluate the passenger’s perceived satisfaction.The fuzzy comprehensive evaluation method is used to analyze the comprehensive score of service quality of Jinan West Railway Station is 4.22,and the evaluation result is relatively satisfactory.Based on the field investigation of Tianjin South Railway Station,Tianjin West Railway Station,Jinan West Railway Station,Jinan East Railway Station,Nanjing South Railway Station and Xi ’an North Railway Station,the feedback opinions of passengers on the service quality of high-speed railway passenger stations are collected.At the same time,combining with the actual evaluation results of Jinan West Railway Station,the service quality problems existing in the current high-speed railway passenger stations are analyzed.Combined with the actual situation of high-speed railway passenger stations,aiming at the existing service quality problems,this thesis puts forward detailed service quality improvement strategies from the four aspects of safety assurance,facility configuration,humanistic care and extended service,so as to continuously improve the service level of high-speed railway passenger stations and promote the quality of service of high-speed railway passenger stations.