高速铁路客运服务质量维度探析

Analysis of the Passenger Service Quality of High-Speed Railway

随着高速铁路路网的逐步建成,完善高速铁路客运服务质量成为提升高速铁路客运市场竞争力的重要途径。在分析高速铁路客运服务质量维度的基础上,围绕结果质量、环境质量、互动质量3个要素构建高速铁路客运多层次服务质量维度模型,包含可靠、舒适和便利、规范和增值等一级维度,以及相应的二级维度。基于模型分析,结合京沪高速铁路客运服务管理实践,从体验式设计高速铁路客运服务要素、多维度提升高速铁路客运服务质量、分阶段推进高速铁路客运服务质量等方面提出对策,为提升我国高速铁路客运服务质量提供管理启示。

It＇s an important method to promote the competitiveness of the high-speed railways in the transportation market by improving the passenger transportation service quality. Based on the primary dimension and subdimensions of the high-speed railway passenger transportation service quality, the multi-dimensional model of the high-speed railway service quality is constructed in terms of the three indicators including result quality, environment quality and interaction quality. The first-level indicators include reliability, comfort, convenience, specification and grade, which possess second-level indicators respectively. In accordance with the model analysis and the practice of Beijing-Shanghai high-speed railway passenger transportation service management, the solution for improving passenger transportation service quality is put forward in terms of experiential design of high-speed railway passenger transportation service indicators, multidimensional improvement of high-speed railway passenger transportation service quality and phasing carrying out of high-speed railway passenger transportation service quality.