Deploying effective service strategy in the operations stage of high-speed rail

被引：67

作者：

Chou, Jui-Sheng ^{[1
]}

Kim, Changwan ^{[2
]}

Kuo, Yao-Chen ^{[3
]}

Ou, Nai-Chi ^{[1
]}

机构：

[1] Natl Taiwan Univ Sci & Technol, Dept Construct Engn, Taipei, Taiwan

[2] Chung Ang Univ, Dept Architectural Engn, Seoul 156756, South Korea

[3] Kainan Univ, Grad Inst Project Management, Tao Yuan, Taiwan

来源：

TRANSPORTATION RESEARCH PART E-LOGISTICS AND TRANSPORTATION REVIEW | 2011年 / 47卷 / 04期

关键词：

Transportation service management; Performance measurement; Facilities management; Service quality; Passenger satisfaction index; Structural equation analysis; CUSTOMER SATISFACTION INDEX; IMPORTANCE-PERFORMANCE ANALYSIS; STRUCTURAL EQUATION MODEL; PERCEIVED VALUE; EFFECTIVE CRM; QUALITY; PASSENGERS; PERCEPTIONS; FUTURE; EXPECTATIONS;

D O I：

10.1016/j.tre.2010.12.004

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

This paper utilizes a confirmatory passenger continuance behavior model to appraise highspeed rail service quality and performance. Surveys are administered for Taiwan High-Speed Rail (THSR) and Korea Train express (KTX) corporations to gain an understanding of passengers' perceptions of the operational performance using a proposed satisfaction index. A modified importance-performance analysis is employed to enable elaboration of strategic service management decisions. The empirical study concludes that level of access to THSR station and personal space on KTX train are the top-priority quality indicators that need to be addressed to improve customer satisfaction and corporate profits. (C) 2010 Elsevier Ltd. All rights reserved.

引用

页码：507 / 519

页数：13

共 50 条

[21] High-speed rail and the environment
Chen, Zhenhua
Perl, Anthony
Wang, Xingju
TRANSPORTATION RESEARCH PART D-TRANSPORT AND ENVIRONMENT, 2021, 101
[22] Assessment of High-Speed Rail Service Coverage in Municipalities of Peninsular Spain
Naranjo Gomez, Jose Manuel
Alexandre Castanho, Rui
Cabezas Fernandez, Jose
Carlos Loures, Luis
INFRASTRUCTURES, 2020, 5 (02)
[23] Valuations on quality of service for intercity travels using high-speed rail
Chang, Justin S.
Jung, Dongjae
TRANSPORTATION LETTERS-THE INTERNATIONAL JOURNAL OF TRANSPORTATION RESEARCH, 2017, 9 (04): : 228 - 242
[24] The impact of high-speed rail on service industry agglomeration in peripheral cities
Tian, Meng
Li, Tongping
Ye, Xinyue
Zhao, Hengsong
Meng, Xia
TRANSPORTATION RESEARCH PART D-TRANSPORT AND ENVIRONMENT, 2021, 93
[25] Effects of high-speed rail on health-care service utilization
Choi, Jung-Kyu
Kim, Se-Hyung
Park, Myung-Bae
JOURNAL OF TRANSPORT & HEALTH, 2019, 12 : 13 - 20
[26] Estimating the Impacts of High-speed Rail on Service Industry Agglomeration in China
Yang, Liya
Hu, Lingqian
Shang, Pan
Ye, Yumin
JOURNAL OF TRANSPORT ECONOMICS AND POLICY, 2021, 55 : 16 - 35
[27] Service design and frequency setting for the European high-speed rail network
Grolle, Jorik
Donners, Barth
Annema, Jan Anne
Duinkerken, Mark
Cats, Oded
TRANSPORTATION RESEARCH PART A-POLICY AND PRACTICE, 2024, 179
[28] Concepts of construction of high-speed rail in Poland in context to the European high-speed rail networks
Pomykala, Agata
Engelhardt, Juliusz
SOCIO-ECONOMIC PLANNING SCIENCES, 2023, 85
[29] Impacts of service feature on vulnerability analysis of high-speed rail network
Li, Tao
Rong, Lili
TRANSPORT POLICY, 2021, 110 : 238 - 253
[30] The Impact of High-Speed Rail on the Service-Sector Agglomeration in China
Tian, Meng
Li, Tongping
Yang, Shuwang
Wang, Yiwei
Fu, Shuke
SUSTAINABILITY, 2019, 11 (07)

← 1 2 3 4 5 →