The service quality of high-speed rail express is the foundation and core of sustainable development for rail express company. This paper intends to evaluate service quality of high-speed rail express scientifically, reasonably, and accurately, analyzing the service process of high-speed rail express from the perspective of both company and customers, and selecting effective indexes that affect they assess service quality. Through literature review, process analysis, and questionnaires with customer and staff, preliminary index system is established. Then the fuzzy comprehensive evaluation method is applied to build an evaluation model, and the evaluation weight of each level index is calculated. By the calculation of membership degree matrix, the overall score of the high-speed rail express branch is determined. The result of this study shows that information tracking, traffic environment construction around branch and the level of the “door to door” service process should be strengthened in the future.


    Access

    Check access

    Check availability in my library

    Order at Subito €


    Export, share and cite



    Title :

    High-Speed Rail Express Service Quality Based on Fuzzy Comprehensive Evaluation


    Contributors:
    Su, Yiting (author) / Xu, Ling (author)

    Conference:

    Sixth International Conference on Transportation Engineering ; 2019 ; Chengdu, China


    Published in:

    ICTE 2019 ; 662-670


    Publication date :

    2020-01-13




    Type of media :

    Conference paper


    Type of material :

    Electronic Resource


    Language :

    English





    Service Quality Evaluation for High-Speed Rail Express Transportation with EAHP

    Sun, Zhongjie / Wang, Li / Zhu, Xiaoning et al. | Springer Verlag | 2024




    Customers' Reactions to the Introduction of High-Speed Rail Service: Korean Train Express

    Suh, Sunduck / Yang, Keun-Yul | Transportation Research Record | 2005