IDEAS home Printed from https://ideas.repec.org/a/eee/trapol/v168y2025icp244-262.html
   My bibliography  Save this article

How to sustainably improve passenger satisfaction of high-speed rail in China? A text mining and product service system integrated approach

Author

Listed:
  • Yang, Qiang
  • Liu, Meng
  • Chen, Zhen-Song
  • Yan, Wan-Mei
  • Jiang, Wen-Hui
  • Deveci, Muhammet

Abstract

The improvement of high-speed rail (HSR) passenger satisfaction from an integrated perspective of product and service is crucial for advancing several Sustainable Development Goals (SDGs) set by the United Nations, including Good Health and Well-being, Industry, Innovation and Infrastructure, and Sustainable Cities and Communities. As a critical and promising mode of public passenger transportation, ensuring the sustainable development of HSR in China necessitates a significant focus on improving passenger satisfaction. This paper presents a systematic framework from the perspective of Product-Service System (PSS) configuration, encompassing key components such as the identification and prioritization of critical passenger requirements, the prioritization of service quality improvement measures, and the optimal allocation of limited resource. Specifically, the framework involves the following steps: Firstly, text mining of social media online-reviews is utilized for the identification of key passenger requirements. Secondly, an improved Best-Worst Method under basic uncertain linguistic information environments (BULI-BWM) is employed to determine the importance of these requirements. Thirdly, an extended Quality Function Deployment (QFD) under uncertain information environments is applied to derive and prioritize service quality improvement measures. Finally, a nonlinear goal optimization model is proposed to optimize resource allocation with the aim of maximizing the level of passenger satisfaction improvement. This research, driven by a fusion of social media data, expert knowledge and experience, reveals six key passenger requirements, with current passenger concerns focusing on reliable train operations, ticket price & availability, and riding convenience. Furtherly, six targeted service improvement measures are proposed, along with optimal resource configurations to achieve the maximum improvement of passenger satisfaction levels. The findings provide practical suggestions and effective support for operational decision-making by HSR service operators and designers.

Suggested Citation

  • Yang, Qiang & Liu, Meng & Chen, Zhen-Song & Yan, Wan-Mei & Jiang, Wen-Hui & Deveci, Muhammet, 2025. "How to sustainably improve passenger satisfaction of high-speed rail in China? A text mining and product service system integrated approach," Transport Policy, Elsevier, vol. 168(C), pages 244-262.
  • Handle: RePEc:eee:trapol:v:168:y:2025:i:c:p:244-262
    DOI: 10.1016/j.tranpol.2025.04.007
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0967070X2500143X
    Download Restriction: Full text for ScienceDirect subscribers only

    File URL: https://libkey.io/10.1016/j.tranpol.2025.04.007?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to

    for a different version of it.

    References listed on IDEAS

    as
    1. Zuoxu Wang & Chun-Hsien Chen & Pai Zheng & Xinyu Li & Li Pheng Khoo, 2021. "A graph-based context-aware requirement elicitation approach in smart product-service systems," International Journal of Production Research, Taylor & Francis Journals, vol. 59(2), pages 635-651, January.
    2. Feng Niu & Dingyou Lei & Yinggui Zhang & Zhe Wang, 2018. "Optimizing Waiting Room Utilization in High Speed Railway Stations Based on an Information Integration Approach," Journal of Global Information Management (JGIM), IGI Global, vol. 26(2), pages 147-162, April.
    3. Yuan, Yalong & Yang, Min & Feng, Tao & Rasouli, Soora & Li, Dawei & Ruan, Xinpei, 2021. "Heterogeneity in passenger satisfaction with air-rail integration services: Results of a finite mixture partial least squares model," Transportation Research Part A: Policy and Practice, Elsevier, vol. 147(C), pages 133-158.
    4. Liang, Fuqi & Brunelli, Matteo & Rezaei, Jafar, 2020. "Consistency issues in the best worst method: Measurements and thresholds," Omega, Elsevier, vol. 96(C).
    5. Corrente, Salvatore & Greco, Salvatore & Rezaei, Jafar, 2024. "Better decisions with less cognitive load: The Parsimonious BWM," Omega, Elsevier, vol. 126(C).
    6. Wu, Xin & Nie, Lei & Xu, Meng, 2017. "Robust fuzzy quality function deployment based on the mean-end-chain concept: Service station evaluation problem for rail catering services," European Journal of Operational Research, Elsevier, vol. 263(3), pages 974-995.
    7. 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.
    8. Qiang Yang & Catherine Y. P. Chan & Kwai-sang Chin & Yan-lai Li, 2021. "A three-phase QFD-based framework for identifying key passenger needs to improve satisfaction with the seat of high-speed rail in China," Transportation, Springer, vol. 48(5), pages 2627-2662, October.
    9. Lam, Jasmine Siu Lee & Zhang, Xiunian, 2019. "Innovative solutions for enhancing customer value in liner shipping," Transport Policy, Elsevier, vol. 82(C), pages 88-95.
    10. Yuan, Yalong & Yang, Min & Feng, Tao & Ma, Yafeng & Ren, Yifeng & Ruan, Xinpei, 2022. "Heterogeneity in the transfer time of air-rail intermodal passengers based on ticket booking data," Transportation Research Part A: Policy and Practice, Elsevier, vol. 165(C), pages 533-552.
    11. Qiang Yang & Zhen-Song Chen & Jiang-Hong Zhu & Luis Martínez & Witold Pedrycz & Mirosław J. Skibniewski, 2024. "Correction to: Concept Design Evaluation of Sustainable Product–Service Systems: A QFD–TOPSIS Integrated Framework with Basic Uncertain Linguistic Information," Group Decision and Negotiation, Springer, vol. 33(3), pages 513-514, June.
    12. Lv, Shengnan & Xiao, Anran & Qin, Yong & Xu, Zeshui & Wang, Xinxin, 2024. "A decision framework for improving the service quality of charging stations based on online reviews and evolutionary game theory," Transportation Research Part A: Policy and Practice, Elsevier, vol. 187(C).
    13. Aydin, Nezir, 2017. "A fuzzy-based multi-dimensional and multi-period service quality evaluation outline for rail transit systems," Transport Policy, Elsevier, vol. 55(C), pages 87-98.
    14. Lam, Jasmine Siu Lee & Bai, Xiwen, 2016. "A quality function deployment approach to improve maritime supply chain resilience," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 92(C), pages 16-27.
    15. Chin, Kwai-Sang & Yang, Qiang & Chan, Catherine Y.P. & Tsui, Kwok L. & Li, Yan-lai, 2019. "Identifying passengers’ needs in cabin interiors of high-speed rails in China using quality function deployment for improving passenger satisfaction," Transportation Research Part A: Policy and Practice, Elsevier, vol. 119(C), pages 326-342.
    16. Celik, Erkan & Bilisik, Ozge Nalan & Erdogan, Melike & Gumus, Alev Taskin & Baracli, Hayri, 2013. "An integrated novel interval type-2 fuzzy MCDM method to improve customer satisfaction in public transportation for Istanbul," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 58(C), pages 28-51.
    17. Qiang Yang & Zhen-Song Chen & Jiang-Hong Zhu & Luis Martínez & Witold Pedrycz & Mirosław J. Skibniewski, 2024. "Concept Design Evaluation of Sustainable Product–Service Systems: A QFD–TOPSIS Integrated Framework with Basic Uncertain Linguistic Information," Group Decision and Negotiation, Springer, vol. 33(3), pages 469-511, June.
    18. Shen, Weiwei & Xiao, Weizhou & Wang, Xin, 2016. "Passenger satisfaction evaluation model for Urban rail transit: A structural equation modeling based on partial least squares," Transport Policy, Elsevier, vol. 46(C), pages 20-31.
    19. Feng Zhen & Xinyu Cao & Jia Tang, 2019. "The role of access and egress in passenger overall satisfaction with high speed rail," Transportation, Springer, vol. 46(6), pages 2137-2150, December.
    20. Erbaş, Mehmet & Kabak, Mehmet & Özceylan, Eren & Çetinkaya, Cihan, 2018. "Optimal siting of electric vehicle charging stations: A GIS-based fuzzy Multi-Criteria Decision Analysis," Energy, Elsevier, vol. 163(C), pages 1017-1031.
    21. Morteza Yazdani & Dragan Pamucar & Prasenjit Chatterjee & Shankar Chakraborty, 2020. "Development of a decision support framework for sustainable freight transport system evaluation using rough numbers," International Journal of Production Research, Taylor & Francis Journals, vol. 58(14), pages 4325-4351, July.
    22. Rezaei, Jafar, 2015. "Best-worst multi-criteria decision-making method," Omega, Elsevier, vol. 53(C), pages 49-57.
    23. Mario Fargnoli & Nicolas Haber & Tomohiko Sakao, 2019. "PSS modularisation: a customer-driven integrated approach," International Journal of Production Research, Taylor & Francis Journals, vol. 57(13), pages 4061-4077, July.
    24. Bakioglu, Gozde, 2024. "Selection of sustainable transportation strategies for campuses using hybrid decision-making approach under picture fuzzy sets," Technological Forecasting and Social Change, Elsevier, vol. 206(C).
    25. Rezaei, Jafar & van Roekel, Wilco S. & Tavasszy, Lori, 2018. "Measuring the relative importance of the logistics performance index indicators using Best Worst Method," Transport Policy, Elsevier, vol. 68(C), pages 158-169.
    26. Decui Liang & Fangshun Li & Xinyi Chen, 2024. "Failure mode and effect analysis by exploiting text mining and multi-view group consensus for the defect detection of electric vehicles in social media data," Annals of Operations Research, Springer, vol. 340(1), pages 289-324, September.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Qiang Yang & Catherine Y. P. Chan & Kwai-sang Chin & Yan-lai Li, 2021. "A three-phase QFD-based framework for identifying key passenger needs to improve satisfaction with the seat of high-speed rail in China," Transportation, Springer, vol. 48(5), pages 2627-2662, October.
    2. Feng, Jianghong & Guo, Ping & Xu, Guangyi & Xu, Gangyan & Ning, Yu, 2024. "An integrated decision framework for resilient sustainable waste electric vehicle battery recycling transfer station site selection," Applied Energy, Elsevier, vol. 373(C).
    3. Moktadir, Md. Abdul & Ren, Jingzheng, 2024. "Towards green logistics: An innovative decision support model for zero-emission transportation modes development," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 189(C).
    4. Lin, Zhibin & Vlachos, Ilias, 2018. "An advanced analytical framework for improving customer satisfaction: A case of air passengers," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 114(C), pages 185-195.
    5. Aleksandar Aleksić & Danijela Tadić, 2023. "Industrial and Management Applications of Type-2 Multi-Attribute Decision-Making Techniques Extended with Type-2 Fuzzy Sets from 2013 to 2022," Mathematics, MDPI, vol. 11(10), pages 1-24, May.
    6. Hsu, Wen-Kai & Huang, Show-Hui & Le, Thu Ngo Ngoc & Huynh, Nguyen Tan & Wang, Ding-Ji, 2025. "Assessing container terminals’ efficiency from the sustainable development perspective: The BWM-GRA-SBM model," Transport Policy, Elsevier, vol. 162(C), pages 443-455.
    7. Yuzhao Zhang & Jianqiang Wang & Wenjuan Cai, 2019. "Passengers’ Demand Characteristics Experimental Analysis of EMU Trains with Sleeping Cars in Northwest China," Sustainability, MDPI, vol. 11(19), pages 1-17, September.
    8. Wu, Qun & Liu, Xinwang & Zhou, Ligang & Qin, Jindong & Rezaei, Jafar, 2024. "An analytical framework for the best–worst method," Omega, Elsevier, vol. 123(C).
    9. Singh, Harpreet & Kathuria, Ankit, 2023. "Heterogeneity in passenger satisfaction of bus rapid transit system among age and gender groups: A PLS-SEM Multi-group analysis," Transport Policy, Elsevier, vol. 141(C), pages 27-41.
    10. 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.
    11. Harsha Cheemakurthy & Karl Garme, 2022. "Fuzzy AHP-Based Design Performance Index for Evaluation of Ferries," Sustainability, MDPI, vol. 14(6), pages 1-27, March.
    12. Mandhani, Jyoti & Nayak, Jogendra Kumar & Parida, Manoranjan, 2020. "Interrelationships among service quality factors of Metro Rail Transit System: An integrated Bayesian networks and PLS-SEM approach," Transportation Research Part A: Policy and Practice, Elsevier, vol. 140(C), pages 320-336.
    13. Fahim, Patrick B.M. & Rezaei, Jafar & Montreuil, Benoit & Tavasszy, Lorant, 2022. "Port performance evaluation and selection in the Physical Internet," Transport Policy, Elsevier, vol. 124(C), pages 83-94.
    14. Siamak Kheybari & Mohammad Reza Mehrpour & Paul Bauer & Alessio Ishizaka, 2024. "How Can Risk-Averse and Risk-Taking Approaches be Considered in a Group Multi-Criteria Decision-Making Problem?," Group Decision and Negotiation, Springer, vol. 33(4), pages 883-909, August.
    15. Md. Raquibuzzaman Khan & Nazia Tabassum & Niaz Ahmed Khan & Mohammad Jahangir Alam, 2022. "Procurement challenges in public-sector agricultural development projects in Bangladesh," Palgrave Communications, Palgrave Macmillan, vol. 9(1), pages 1-13, December.
    16. Gao, Fei & Wang, Weixiang & Bi, Chencan & Bi, Wenhao & Zhang, An, 2023. "Prioritization of used aircraft acquisition criteria: A fuzzy best–worst method (BWM)-based approach," Journal of Air Transport Management, Elsevier, vol. 107(C).
    17. Pradip Kundu & Ömer Faruk Görçün & Chandra Prakash Garg & Hande Küçükönder & Mustafa Çanakçıoğlu, 2024. "Evaluation of public transportation systems for sustainable cities using an integrated fuzzy multi-criteria group decision-making model," Environment, Development and Sustainability: A Multidisciplinary Approach to the Theory and Practice of Sustainable Development, Springer, vol. 26(11), pages 27655-27684, November.
    18. Cavallo, Bice & Ishizaka, Alessio, 2025. "A comparative study on precision of direct evaluations, the Pairwise Comparisons Method and the Best-Worst Method," Omega, Elsevier, vol. 130(C).
    19. Ertunç, Ela & Uyan, Mevlut, 2022. "Land valuation with Best Worst Method in land consolidation projects," Land Use Policy, Elsevier, vol. 122(C).
    20. Mi, Xiaomei & Tang, Ming & Liao, Huchang & Shen, Wenjing & Lev, Benjamin, 2019. "The state-of-the-art survey on integrations and applications of the best worst method in decision making: Why, what, what for and what's next?," Omega, Elsevier, vol. 87(C), pages 205-225.

    More about this item

    Keywords

    ;
    ;
    ;
    ;
    ;
    ;

    Statistics

    Access and download statistics

    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:trapol:v:168:y:2025:i:c:p:244-262. See general information about how to correct material in RePEc.

    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.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with 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.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/wps/find/journaldescription.cws_home/30473/description#description .

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

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.