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.
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页码：507 / 519
页数：13
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