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SERVQUAL Model Based Evaluation Analysis of Railway Passenger Transport Service Quality in China

Huiwei Niu1, Jiao Yao1,*, Jing Zhao2, Jin Wang3,4

Business School, University of Shanghai for Science and Technology, Shanghai, 200093, China.
Department of Transport & Planning, Delft University of Technology, Delft, 2628CN, Netherlands.
School of Computer and Communication Engineering, Changsha University of Science and Technology, Changsha, 410114, China.
School of Information Science and Engineering, Fujian University of Technology, Fuzhou, 350118, China.

*Corresponding Author: Jiao Yao. Email: .

Journal on Big Data 2019, 1(1), 17-24.


Railway is the backbone of Chinese transportation system, but its poor quality of services for passengers cause complains now and then. This study first analyzed the influencing factors of service quality on railway passenger, and its quality characteristics was also explained, and finally we proposed an evaluation system of service quality on railway passenger transport. Through the statistical analysis and processing of the basic information from survey data from railway station, trains and the official website of the ticket purchase, the evaluation score of question naire was converted into the score in evaluation index system, which was based on SERVQUAL model. Finally, the evaluation index system was applied to the field test, and all levels of indicators and the overall evaluation of railway passenger transport service quality was obtained. The relevant results show that the evaluation model of this study is concise and practical, and the method has certain practicability and promotion value, which is beneficial to the department of management supervision in railway transportation.


Cite This Article

H. Niu, J. Yao, J. Zhao and J. Wang, "Servqual model based evaluation analysis of railway passenger transport service quality in china," Journal on Big Data, vol. 1, no.1, pp. 17–24, 2019.


This work is licensed under a Creative Commons Attribution 4.0 International License , which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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