Deploying effective service strategy in the operations stage of high-speed rail

Authors

Jui-Sheng Chou
Changwan Kim
Yao-Chen Kuo
Nai-Chi Ou

Document Type

Journal Article

Publication Date

2011

Subject Area

mode - rail, operations - performance, place - asia, ridership - perceptions

Keywords

Transportation service management, Performance measurement, Facilities management, Service quality, Passenger satisfaction index, Structural equation analysis

Abstract

This paper utilizes a confirmatory passenger continuance behavior model to appraise high-speed 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.

Rights

Permission to publish the abstract has been given by Elsevier, copyright remains with them.

Comments

Transportation Research Part E Home Page: http://www.sciencedirect.com/science/journal/13665545

Recommended Citation

Chou, J., Kim, C., Kuo, Y., & Ou, N. (2011). Deploying effective service strategy in the operations stage of high-speed rail. Transportation Research Part E: Logistics and Transportation Review, Vol. 47, (4), Pp. 507-519.