IDEAS home Printed from https://ideas.repec.org/a/eee/transe/v47y2011i4p507-519.html
   My bibliography  Save this article

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

Author

Listed:
  • Chou, Jui-Sheng
  • Kim, Changwan
  • Kuo, Yao-Chen
  • Ou, Nai-Chi

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.

Suggested Citation

  • Chou, Jui-Sheng & Kim, Changwan & Kuo, Yao-Chen & Ou, Nai-Chi, 2011. "Deploying effective service strategy in the operations stage of high-speed rail," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 47(4), pages 507-519, July.
  • Handle: RePEc:eee:transe:v:47:y:2011:i:4:p:507-519
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S1366554510001249
    Download Restriction: Full text for ScienceDirect subscribers only

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Martín, Juan Carlos & Román, Concepción & García-Palomares, Juan Carlos & Gutiérrez, Javier, 2014. "Spatial analysis of the competitiveness of the high-speed train and air transport: The role of access to terminals in the Madrid–Barcelona corridor," Transportation Research Part A: Policy and Practice, Elsevier, vol. 69(C), pages 392-408.
    2. repec:eee:touman:v:47:y:2015:i:c:p:47-57 is not listed on IDEAS
    3. Ismail, Noor Azina & Jenatabadi, Hashem Salarzadeh, 2014. "The influence of firm age on the relationships of airline performance, economic situation and internal operation," Transportation Research Part A: Policy and Practice, Elsevier, vol. 67(C), pages 212-224.
    4. Ratanavaraha, Vatanavongs & Jomnonkwao, Sajjakaj & Khampirat, Buratin & Watthanaklang, Duangdao & Iamtrakul, Pawinee, 2016. "The complex relationship between school policy, service quality, satisfaction, and loyalty for educational tour bus services: A multilevel modeling approach," Transport Policy, Elsevier, vol. 45(C), pages 116-126.
    5. 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.
    6. Hernandez, Sara & Monzon, Andres & de Oña, Rocío, 2016. "Urban transport interchanges: A methodology for evaluating perceived quality," Transportation Research Part A: Policy and Practice, Elsevier, vol. 84(C), pages 31-43.
    7. 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.
    8. Vlachos, Ilias & Lin, Zhibin, 2014. "Drivers of airline loyalty: Evidence from the business travelers in China," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 71(C), pages 1-17.
    9. Wei, Dali & Liu, Hongchao & Qin, Yong, 2015. "Modeling cascade dynamics of railway networks under inclement weather," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 80(C), pages 95-122.
    10. Chou, Jui-Sheng & Ping Tserng, H. & Lin, Chieh & Yeh, Chun-Pin, 2012. "Critical factors and risk allocation for PPP policy: Comparison between HSR and general infrastructure projects," Transport Policy, Elsevier, vol. 22(C), pages 36-48.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:transe:v:47:y:2011:i:4:p:507-519. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Dana Niculescu). General contact details of provider: http://www.elsevier.com/wps/find/journaldescription.cws_home/600244/description#description .

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service hosted by the Research Division of the Federal Reserve Bank of St. Louis . RePEc uses bibliographic data supplied by the respective publishers.