Proceedings of the 2025 6th International Conference on Management Science and Engineering Management (ICMSEM 2025)

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Evaluating Service Quality for Infant Passengers on High-Speed Rail based on SERVQUAL Model

Authors
Bingguan Jin1, Qingyi Yang1, *, Chengru Yan1, Jiakun Xu1
1No. 999-26, Bingang Road, Lvshun Economic Development Zone, Dalian City, Liaoning Province, China
*Corresponding author. Email: qingyishigoto@126.com
Corresponding Author
Qingyi Yang
Available Online 16 September 2025.
DOI
10.2991/978-94-6463-845-5_116How to use a DOI?
Keywords
High-speed railway; Infant passengers; SERVQUAL model; Analytic Hierarchy Process; Fuzzy Comprehensive Evaluation Method
Abstract

With the diversified development of high-speed railway passenger structure, there is currently a lack of research on service quality for special needs groups such as infants. This paper constructs an evaluation index system for the service quality of infant passengers on high-speed trains by integrating the characteristics of high-speed train service quality, the special needs of infant passengers, and the SERVQUAL model. Questionnaires were administered to parents/caregivers of infant passengers, and the collected data were systematically organized and analyzed using the Analytic Hierarchy Process and the Fuzzy Comprehensive Evaluation Method. The final evaluation results are obtained, along with improvement suggestions and measures. The results show that the total score of high-speed rail passenger service quality evaluation is 3.612, indicating that the current high-speed rail service quality for infant passengers is between basic satisfaction and general satisfaction, and there is still room for improvement.

Copyright
© 2025 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 2025 6th International Conference on Management Science and Engineering Management (ICMSEM 2025)
Series
Atlantis Highlights in Economics, Business and Management
Publication Date
16 September 2025
ISBN
978-94-6463-845-5
ISSN
2667-1271
DOI
10.2991/978-94-6463-845-5_116How to use a DOI?
Copyright
© 2025 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Bingguan Jin
AU  - Qingyi Yang
AU  - Chengru Yan
AU  - Jiakun Xu
PY  - 2025
DA  - 2025/09/16
TI  - Evaluating Service Quality for Infant Passengers on High-Speed Rail based on SERVQUAL Model
BT  - Proceedings of the 2025 6th International Conference on Management Science and Engineering Management (ICMSEM 2025)
PB  - Atlantis Press
SP  - 1181
EP  - 1189
SN  - 2667-1271
UR  - https://doi.org/10.2991/978-94-6463-845-5_116
DO  - 10.2991/978-94-6463-845-5_116
ID  - Jin2025
ER  -