Longitudinal assessment of high-speed rail service delivery, satisfaction and operations: A study of Taiwan and Korea systems

This article compares Taiwan and Korea high speed rail systems to identify service factors that affect their long-term development. Data were collected by questionnaires and interviews administered over several years to study passenger travel behavior and perceptions of service quality. Analysis res...

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Bibliographic Details
Published in:KSCE journal of civil engineering 2017, 21(6), , pp.2413-2428
Main Authors: Chou, Jui-Sheng, Kim, Changwan, Tsai, Pei-Yu, Yeh, Chun-Pin, Son, Hyojoo
Format: Article
Language:English
Subjects:
Civil Engineering
Delivery scheduling
Engineering
Federal funding
Geotechnical Engineering & Applied Earth Sciences
Handling
High speed rail
Industrial Pollution Prevention
Locomotives
Management
Passenger satisfaction
Passenger trains
Passengers
Quality of service
Railroad transportation
Resource allocation
Schedules
Structural equation modeling
Transportation Engineering
토목공학
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Summary:This article compares Taiwan and Korea high speed rail systems to identify service factors that affect their long-term development. Data were collected by questionnaires and interviews administered over several years to study passenger travel behavior and perceptions of service quality. Analysis results indicate that improving operational effectiveness requires enhanced service quality and that Taiwan High Speed Rail (THSR) passengers are very concerned about facility of infrastructure services. In contrast, the main concern of Korea Train eXpress (KTX) passengers is frontline staff interaction. Notably, the data show that THSR passenger satisfaction increased steadily to levels superior to those expressed by KTX passengers. Another finding is that, in terms of resource allocation, both Taiwan and Korea should improve the handling of passenger complaints, provide improved scheduling information, and strive to improve arrival and departure punctuality. The contribution of this study is the development of a systematic method of assessing the long-term performance of high-speed rail transport services, by which management units can adjust operating strategies to continuously improve services. The analysis results can facilitate the THSR and KTX to formulating planning and operational strategies that can achieve the goal of sustainable operations.
ISSN:1226-7988
1976-3808
DOI:10.1007/s12205-017-1140-6