Title :
Study on the model of service quality gap in urban rail transit
Author :
Cheng, Guofeng ; Yan, Wei
Author_Institution :
Sch. of Econ. & Manage., Beijing Jiaotong Univ., Beijing
Abstract :
There is a certain extent practical significance to find effective ways to upgrade the service quality of urban rail transit service management, and to improve efficiency of public transport operation and satisfaction by offering service product. This paper uses the model of service quality gap to analysis the five kinds of gaps of urban rail transit service quality, find operating enterprise´s quality standards, external publicity, and other issues and target the solutions.
Keywords :
rail traffic; transportation; public transport operation; service management; service quality gap; urban rail transit; service management; the model of service quality gap; urban rail transit;
Conference_Titel :
Service Operations and Logistics, and Informatics, 2008. IEEE/SOLI 2008. IEEE International Conference on
Conference_Location :
Beijing
Print_ISBN :
978-1-4244-2012-4
Electronic_ISBN :
978-1-4244-2013-1
DOI :
10.1109/SOLI.2008.4682975
