Deploying effective service strategy in the operations stage of high-speed rail
AbstractThis 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.
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Bibliographic InfoArticle provided by Elsevier in its journal Transportation Research Part E: Logistics and Transportation Review.
Volume (Year): 47 (2011)
Issue (Month): 4 (July)
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Web page: http://www.elsevier.com/wps/find/journaldescription.cws_home/600244/description#description
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- Chou, Jui-Sheng & Yeh, Chun-Pin, 2013. "Influential constructs, mediating effects, and moderating effects on operations performance of high speed rail from passenger perspective," Transport Policy, Elsevier, vol. 30(C), pages 207-219.
- Feng, Xuesong, 2011. "Optimization of target speeds of high-speed railway trains for traction energy saving and transport efficiency improvement," Energy Policy, Elsevier, vol. 39(12), pages 7658-7665.
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