Research Article
Comprehensive Evaluation on Service Quality of High-speed Rail Express
@INPROCEEDINGS{10.4108/eai.26-5-2023.2334478, author={Zhaojun Dong and Wenge Liu and Jing Yang and Jingwei Ren}, title={Comprehensive Evaluation on Service Quality of High-speed Rail Express}, proceedings={Proceedings of the 2nd International Conference on Mathematical Statistics and Economic Analysis, MSEA 2023, May 26--28, 2023, Nanjing, China}, publisher={EAI}, proceedings_a={MSEA}, year={2023}, month={7}, keywords={high-speed rail express; service quality; servqual; analytic hierarchy process}, doi={10.4108/eai.26-5-2023.2334478} }- Zhaojun Dong
Wenge Liu
Jing Yang
Jingwei Ren
Year: 2023
Comprehensive Evaluation on Service Quality of High-speed Rail Express
MSEA
EAI
DOI: 10.4108/eai.26-5-2023.2334478
Abstract
China 's railway and logistics industry has developed rapidly in recent years. Under this background, high-speed rail express projects have emerged and developed rapidly. It is necessary to carry out targeted service quality evaluation. Combined with this background and the development needs of high-speed rail express, on the original five dimensions of the SERVQUAL model, two dimensions of economy and informativeness are added to construct a high-speed rail express service quality evaluation system including multiple dimensions and indexes. Combined with the expert scoring method, the analytic hierarchy process is used to calculate the weight and conduct a consistency check to quantitatively analyze the importance of each index in each dimension. Based on the SERVQUAL model, a questionnaire was issued to Chinese high-speed rail express users to conduct an empirical analysis of their service quality. Based on the research results, users are satisfied with the high-speed rail express as a whole, but they are dissatisfied with the economy, empathy, informativeness and tangibility. This paper analyzes the causes of the problems and gives corresponding suggestions.