铁路客运服务质量感知评价及其差异分析  

Research on the Perceived Evaluation and Differences of Railway Passenger Transport Service

作　　者：刘文 廖花[1] 王文怡[1] LIU Wen;LIAO Hua;WANG Wen-yi(School of Economics and Management, Southwest Jiaotong University, Chengdu 610031 , China)

机构地区：[1]西南交通大学经济管理学院,四川成都610031

出　　处：《西南交通大学学报（社会科学版）》2019年第2期116-124,共9页Journal of Southwest Jiaotong University(Social Sciences)

基　　金：中国铁路总公司科技研究开发计划重点课题"铁路客货运服务质量标准与测评体系研究"(2015X006-I);中央高校基本科研业务费资助项目"中国高铁海外投资的政治风险;经济风险防控机制与应对策略研究"(26816WTD01);四川省科技计划项目"医养结合的养老云服务平台研发及应用"(2015GZ0083-1)

摘　　要：公共交通服务质量的评价是国内外理论界和实务界关注的重点,而随着我国经济的快速发展,特别是公共交通领域激烈的市场竞争,如何根据旅客的出行需求提升服务质量,日益成为客运行业发展的焦点。根据SERVQUAL模型,从顾客感知服务视角分析动车组旅客与普列旅客感知服务评价,发现:动车组旅客与普列旅客在性别、学历和平均收入分布上存在显著性差异,乘坐动车组的女性、高学历、高收入旅客比重显著高于普列;普列旅客实际乘坐时长与理想时长间呈现出一种逆向关系,即短途旅客可接受的乘车时长高于实际乘坐时长,长途旅客反之;动车组旅客对票价波动更为敏感,对票价上涨的容忍度低于普列旅客;动车组旅客在有形性、移情性、可靠性、响应性四个维度上的满意度高于普列旅客,而在保证性维度上两者无明显差异。The evaluation of the quality of public transportation services is the focus of the theoretical and practical circles at home and abroad. And with the rapid development of China’s economy, especially the fierce market competition in the public transportation sector, how to improve the service quality according to the travel demand of passengers has become the focus of the development of passenger operation industry. Based on the SERVQUAL model, this paper analyzes the evaluation of perceived service towards passengers taking China Railway High-speed(CRH) and train from the perspective of perceived service and finds that: There exists significant difference between high-speed and common-speed passengers on gender, education and average income assurance. The proportion of women, highly educated and high-income passengers in the CRH is significantly higher than that of the train. The time of train passengers taking shows a reverse relationship in actually and ideally. That is, short-distance passengers can accept longer rides than actual ride lengths, while the inclination of long-distance passengers is the opposite. CRH passengers are more sensitive to the price fluctuations, and their tolerance to fare increases is lower than that of train passengers. The perceived service between high-speed and common-speed passengers exists significant differences in tangibles, empathy, reliability, responsiveness but no difference in assurance.

关 键 词：铁路客运 服务质量 旅客感知 公共交通 顾客满意度 差异化营销 服务评价 高速铁路 

分 类 号：F530.7[经济管理—产业经济] U293[交通运输工程—交通运输规划与管理]