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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

    Journal on Big Data, Vol.1, No.1, pp. 17-24, 2019, DOI:10.32604/jbd.2019.05799

    Abstract 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, More >

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