Research on Quality Analysis and Improvement Strategy of High-Speed Railway Passenger Transport Service Based on Revised IPA Method

The improvement of the high-speed railway (HSR) passenger transport service quality is crucial to the HSR system. Based on the screened indicators, an index system is established for HSR passenger transport service quality. Considering the significant correlation between self-stated importance and performance of traditional IPA, this study replaces self-stated importance with implicitly derived importance and then uses the revised IPA method to evaluate the service quality of HSR passenger transport. By comparing the positioning diagrams of traditional IPA and revised IPA, some strategies to improve HSR passenger transport service are proposed in three aspects: waiting hall, train experience, and service scope.