A data-driven high-speed railway service quality optimisation model and its influencing factors for grouping research
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03. Feb. 2025
Über diesen Artikel
Online veröffentlicht: 03. Feb. 2025
Eingereicht: 28. Aug. 2024
Akzeptiert: 26. Dez. 2024
DOI: https://doi.org/10.2478/amns-2025-0016
Schlüsselwörter
© 2025 Fang Yuan et al., published by Sciendo
This work is licensed under the Creative Commons Attribution 4.0 International License.
Figure 1.
Figure 2.
Figure 3.
Figure 4.
Figure 5.
Figure 6.
Partial true value operation results
| Mat | Rel | Res | Rea | Tra | Frequency | HSRSQ |
|---|---|---|---|---|---|---|
| 0 | 1 | 1 | 1 | 0 | 32 | |
| 1 | 1 | 0 | 0 | 0 | 151 | |
| 0 | 1 | 0 | 0 | 1 | 28 | |
| 1 | 0 | 1 | 1 | 1 | 22 | |
| 1 | 0 | 1 | 1 | 0 | 19 | |
| 0 | 1 | 0 | 1 | 1 | 3 | 0 |
| 0 | 1 | 1 | 1 | 0 | 6 | 0 |
| 1 | 0 | 1 | 0 | 1 | 5 | 0 |
| 1 | 1 | 1 | 0 | 1 | 9 | 0 |
| … | … | … | … | … | … | … |
Calibration anchor of variable
| Variable | Anchor point | |||
|---|---|---|---|---|
| Full membership | Crossover point | Full non-membership | ||
| Prodefendant variable | Mat | 5.500 | 4.175 | 1.675 |
| Rel | 5.500 | 4.025 | 1.625 | |
| Res | 5.500 | 4.035 | 1.437 | |
| Rea | 5.500 | 4.035 | 1.506 | |
| Tra | 5.500 | 4.035 | 1.395 | |
| Result variable | HSRSQ | 5.500 | 4.025 | 1.668 |
The results of the single factor are necessary
| Prodefendant variable | Consistency | Coverage |
|---|---|---|
| Mat | 0.706 | 0.795 |
| ~ Mat | 0.842 | 0.664 |
| Rel | 0.763 | 0.762 |
| ~ Rel | 0.738 | 0.653 |
| Res | 0.827 | 0.721 |
| ~ Res | 0.641 | 0.681 |
| Rea | 0.539 | 0.696 |
| ~ Rea | 0.815 | 0.668 |
| Tra | 0.674 | 0.712 |
| ~ Tra | 0.723 | 0.705 |
High quality configuration analysis results
| Prodefendant variable | Configuration | ||||
|---|---|---|---|---|---|
| H1a | H1b | H2a | H2b | H3 | |
| Mat | ⊔ | ⊔ | • | ||
| Rel | ⊔ | ◦ | ⊔ | • | |
| Res | • | • | ⊔ | ⨂ | |
| Rea | ⨂ | ⨂ | • | • | • |
| Tra | ⨂ | ⨂ | • | • | 0 |
| Consistency | 0.975 | 0.974 | 0.978 | 0.973 | 0.976 |
| Coverage | 0.602 | 0.629 | 0.646 | 0.681 | 0.654 |
| Unique coverage | 0.025 | 0.043 | 0.043 | 0.115 | 0.043 |
| Consistency of solutions | 0.986 | ||||
| Coverage of solutions | 0.872 | ||||
SERVQUAL Rating Scale
| Dimension | Index content | Code |
|---|---|---|
| Materiality | Advanced service equipment and tools | A1 |
| Service equipment and tools are pleasing to the eye | A2 | |
| Service personnel active appearance and appearance | A3 | |
| Service communication information is complete | A4 | |
| Reliability | Businesses say what they say | B1 |
| Answer the question sincerely | B2 | |
| Fast commitment to provide services | B3 | |
| Employees pay attention to punctuality | B4 | |
| There is nothing trivial about service errors | B5 | |
| Responsive | Remind the passenger service time in time | C1 |
| Timely resolve passenger demand | C2 | |
| Provide timely assistance to travelers | C3 | |
| Respond to passenger requests at any time | C4 | |
| Reassurance | Boost confidence for passengers | D1 |
| Enhance passenger service security | D2 | |
| Be polite to travelers | D3 | |
| Answer the question | D4 | |
| Transference | Passengers get personalized services | F1 |
| Service marketing time is convenient for passengers | F2 | |
| Passengers will be cared for by the company | F3 | |
| Keep in mind the biggest interests of travelers | F4 | |
| Respect for the special needs of passengers | F5 |
Robustness test results
| Type | Path | Service quality factors | Configuration result configuration | ||||
|---|---|---|---|---|---|---|---|
| Mat | Rel | Res | Rea | Tra | |||
| Response guide | H1a | • | ⨂ | • | • | H1a | |
| H1b | • | ⨂ | • | • | H1b | ||
| Assurance - empathy | H2a | ⨂ | • | • | • | H1b | |
| H2b | • | • | ⨂ | • | H1a | ||
| External balancing | H3 | • | • | • | • | • | H1a |