Ruolin Shi, Xuesong Feng, Kemeng Li and Zhibin Tao
This study aims to analyze passenger service quality in Beijing West Railway Station from the perspective of passengers, to better understand the current service quality and…
Abstract
Purpose
This study aims to analyze passenger service quality in Beijing West Railway Station from the perspective of passengers, to better understand the current service quality and obtain the areas of weakness for improvement.
Design/methodology/approach
The research investigates the passenger experience of service in Beijing West Railway Station by using a questionnaire survey. The service quality (SERVQUAL) evaluation method is used to analyze the survey data, and it divides the passenger service into 5 attributes with 20 indicators. This research uses the Likert five-level scale method to process data and calculates the SERVQUAL value and weight difference of each attribute to evaluate the passenger service. Therefore, the deficiencies have been pointed out, so the station manager can improve the passenger service accordingly.
Findings
It is indicated that among the five studied attributes, Beijing West Railway Station has the smallest service quality value in terms of timeliness, which means this part needs the largest improvement. To the five attributes, each lacks in station security check, ticketing efficiency, station identification accuracy, emergency processing of train delays and the restroom environment, respectively.
Originality/value
The research can provide specific suggestions for the optimization of the passenger service of Beijing West Railway Station, and provide reference information for the formulation of policies.