SERVQUAL-Based Research on China Railway Passenger Service Quality Evaluation Model

On the basis of introducing the SERVQUAL model and method, this thesis discourses the advantages of SERVQUAL evaluation model. At present, the research on SERVQUAL model for railway passenger service quality evaluation in China is seldom, and the dimensionalities and questions design about the SERVQUAL model questionnaire in related research is still not comprehensive enough. This thesis improves and completes the dimensionalities and questions of SERVQUAL model; social responsibility, convenience and comfort, the three new dimensionalities are added on the basis of five standard SERVQUAL model dimensionalities. With the importance-performance mapping method in place of the expectation-perception gap model, eventually formed a relatively perfect model adapted to China railway passenger service quality evaluation, expecting that China railway passenger service quality can be evaluated more comprehensively and accurately.