Survey of Foreign Passengers' Satisfaction of the Service Quality of Railway Passenger Transport

Abstract

In 2017, the number of foreign inbound travelers was 29.71 million, an increase of 3.6%. Foreign passengers have gradually become one of the important groups. However, there is no special study of foreign passengers’ specific demands for railway service. In this paper, we design the Chinese-English bilingual version of the “Satisfaction of Railway Passenger Service†questionnaire; apply the statistical analysis method to analyze the frequency of passengers, and the type of seats; apply the fuzzy comprehensive evaluation method to calculate the foreign passengers’ satisfaction of service links, and service projects with the highest and lowest satisfaction of foreign passengers. As special objects of railway passenger transport service, understanding foreign passengers' satisfaction of railway passenger transport service quality is able to provide a reference for China's high-speed railway to develop the strategy of "going out". In the future, the ability of China's railway passenger transport to manage safety and control quality will be "China's business card" to participate in international competition.