Evaluation of passenger service within the area of Beijing west railway station
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...
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| Format: | Article |
| Language: | English |
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Emerald Publishing
2022-03-01
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| Series: | Smart and Resilient Transportation |
| Subjects: | |
| Online Access: | https://www.emerald.com/insight/content/doi/10.1108/SRT-07-2021-0006/full/pdf?title=evaluation-of-passenger-service-within-the-area-of-beijing-west-railway-station |
| _version_ | 1811240742976225280 |
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| author | Ruolin Shi Xuesong Feng Kemeng Li Zhibin Tao |
| author_facet | Ruolin Shi Xuesong Feng Kemeng Li Zhibin Tao |
| author_sort | Ruolin Shi |
| collection | DOAJ |
| description | 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. |
| first_indexed | 2024-04-12T13:25:38Z |
| format | Article |
| id | doaj.art-d4ea9c77f6da45ebb3a61fa3ee47a510 |
| institution | Directory Open Access Journal |
| issn | 2632-0495 |
| language | English |
| last_indexed | 2024-04-12T13:25:38Z |
| publishDate | 2022-03-01 |
| publisher | Emerald Publishing |
| record_format | Article |
| series | Smart and Resilient Transportation |
| spelling | doaj.art-d4ea9c77f6da45ebb3a61fa3ee47a5102022-12-22T03:31:21ZengEmerald PublishingSmart and Resilient Transportation2632-04952022-03-014121110.1108/SRT-07-2021-0006677627Evaluation of passenger service within the area of Beijing west railway stationRuolin Shi0Xuesong Feng1Kemeng Li2Zhibin Tao3Beijing Jiaotong University, Beijing, ChinaBeijing Jiaotong University, Beijing, ChinaBeijing Jiaotong University, Beijing, ChinaBeijing Jiaotong University, Beijing, ChinaPurpose – 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.https://www.emerald.com/insight/content/doi/10.1108/SRT-07-2021-0006/full/pdf?title=evaluation-of-passenger-service-within-the-area-of-beijing-west-railway-stationrailway passenger service evaluationbeijing west railway stationservqual evaluation methodlikert five-level scale method |
| spellingShingle | Ruolin Shi Xuesong Feng Kemeng Li Zhibin Tao Evaluation of passenger service within the area of Beijing west railway station Smart and Resilient Transportation railway passenger service evaluation beijing west railway station servqual evaluation method likert five-level scale method |
| title | Evaluation of passenger service within the area of Beijing west railway station |
| title_full | Evaluation of passenger service within the area of Beijing west railway station |
| title_fullStr | Evaluation of passenger service within the area of Beijing west railway station |
| title_full_unstemmed | Evaluation of passenger service within the area of Beijing west railway station |
| title_short | Evaluation of passenger service within the area of Beijing west railway station |
| title_sort | evaluation of passenger service within the area of beijing west railway station |
| topic | railway passenger service evaluation beijing west railway station servqual evaluation method likert five-level scale method |
| url | https://www.emerald.com/insight/content/doi/10.1108/SRT-07-2021-0006/full/pdf?title=evaluation-of-passenger-service-within-the-area-of-beijing-west-railway-station |
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