Analysis on service quality, passenger satisfaction and passenger loyalty relationship of high-speed railways

At Present China is the country with the longest kilometrage of high-speed railways in the world, and travel by high-speed railways has become one of the main choices of the Chinese people. Service Quality, Passenger Satisfaction and Passenger Loyalty (QSL) continue to be the critical factors that influence long-term operation, development and profits of high-speed railways. The structural equation model (SEM) is first proposed in order to measure the impact of mediating variables in the customer continuance behavior on the QSL chain of high-speed railways. The empirical study shows that the QSL relationship is influenced by the introduction of mediating variables, such as the corporation image, service quality, passenger complaints and passenger loyalty, into the high-speed railway industry. The research shows that the reliability and validity of survey data of the passenger satisfaction model of high-speed railways are confirmed and the hypotheses paths are proved except for passenger satisfaction to passenger loyalty" and "passenger complaint to passenger loyalty". The following conclusions are drawn: Service quality of high-speed railways affects the image of corporation to the utmost and affects passenger satisfaction directly; the image of corporation has direct influence on passenger satisfaction and has indirect influence on passenger complaints and passenger loyalty; passenger satisfaction has indirect influence on passenger loyalty and has direct influence on passenger complaints; passenger complaints have little influence on passenger loyalty."