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

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

doi:10.1016/j.tre.2010.12.004

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

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

Citations

WEB OF SCIENCE

71

Citations

SCOPUS

81

초록

This paper utilizes a confirmatory passenger continuance behavior model to appraise highspeed 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. (C) 2010 Elsevier Ltd. All rights reserved.

키워드

Transportation service management; Performance measurement; Facilities management; Service quality; Passenger satisfaction index; Structural equation analysis; CUSTOMER SATISFACTION INDEX; IMPORTANCE-PERFORMANCE ANALYSIS; STRUCTURAL EQUATION MODEL; BEHAVIORAL INTENTIONS; PERCEIVED VALUE; EFFECTIVE CRM; QUALITY; PASSENGERS; PERCEPTIONS; EXPERIENCE

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

저자: Chou, Jui-Sheng; Kim, Changwan; Kuo, Yao-Chen; Ou, Nai-Chi

DOI: 10.1016/j.tre.2010.12.004

발행일: 2011-07

유형: Article

저널명: Transportation Research Part E: Logistics and Transportation Review

권: 47

호: 4

페이지: 507 ~ 519