基于Servqual模型的京沪高速铁路高星级常旅客全流程服务优化研究  

Optimization of Full-Process Service for High-Star Frequent Travelers on Beijing-Shanghai High Speed Railway Based on Servqual Model

作　　者：刘晓溪 LIU Xiaoxi(Transportation&Economics Research Institute,China Academy of Railway Sciences Corporation Limited,Beijing 100081,China)

机构地区：[1]中国铁道科学研究院集团有限公司运输及经济研究所,北京100081

出　　处：《铁道运输与经济》2024年第10期133-141,共9页Railway Transport and Economy

基　　金：京沪高速铁路股份有限公司科技研究开发计划课题(京沪科研-2022-13);中国国家铁路集团有限公司科技研究开发计划课题(K2023X010)。

摘　　要：京沪高速铁路作为我国高速铁路网络的重要组成部分,连接京津冀城市群和长三角城市群,承载着巨大的商务客流,其服务质量直接影响旅客出行体验和高速铁路品牌形象。因此,提供高标准的服务对于满足商务旅客的需求、引导消费升级、增强京沪高速铁路的市场竞争力至关重要。以Servqual模型为基础,提出高星级常旅客服务要素,并构建服务要素指标体系;获取数据样本并进行信度、效度检验分析,使用因子分析和主成分分析法对模型维度和指标体系结构进行合理化调整,进而得到包含5个维度、20个指标的高星级常旅客服务质量评价模型;最后,采用象限分析法,从优势提升、努力维持、机会发展和重点改进4大维度,对服务项点进行评价分析,为京沪高速铁路高星级常旅客全流程服务优化提出建议。The Beijing-Shanghai High Speed Railway,as an integral part of China’s high speed railway network,not only connects the Beijing-Tianjin-Hebei urban agglomeration with the Yangtze River Delta urban agglomeration but also carries a significant volume of business passenger flow.The quality of service directly affects passengers’travel experience and the high speed railway’s brand image.Therefore,providing high-standard services is crucial for meeting the needs of business passengers,guiding higher consumption,and enhancing the market competitiveness of the Beijing-Shanghai High Speed Railway.Based on the Servqual model,this paper clarified the service elements for high-star frequent passengers and proposed an index system for service elements.Subsequently,this paper obtained data samples and verified the data through reliability and validity testing.In addition,the dimensions of the model and the structure of the index system were adjusted through factor analysis and principal component analysis.As a result,an evaluation model for high-star frequent passengers was established,consisting of five dimensions and 20 indexes.Finally,the quadrant analysis method was employed to evaluate and analyze service items focusing on four dimensions:strength enhancement,effort maintenance,opportunity development,and key improvement.Suggestions were then proposed for optimizing the full-process service for high-star frequent passengers on the Beijing-Shanghai High Speed Railway.

关 键 词：SERVQUAL模型 京沪高速铁路 高星级常旅客 全流程服务 象限分析 

分 类 号：U293.1[交通运输工程—交通运输规划与管理]