With the rapid development of China’s high-speed rail technology, high-speed rail operating speed has gradually improved, while people on the passenger service quality expectations are also rising because of the quality of high-speed rail passenger service directly related to people’s lives and safety, direct related to the reform and development of railways, is directly related to social harmony and stability. Competition in the high-speed passenger rail market is essentially QOS competition. Improve the quality of both the high-speed passenger rail to compete for customers the most direct connotation, means the most emotional, but also the best way of marketing and advertising, while improving the quality of passenger service is to gain market share and win travelers, improve efficiency and effective way. It can be seen to improve passenger service quality, create a comfortable travel environment, providing quality human services is the main way to enhance the competitiveness of the railway sector in the passenger market.%随着我国高铁技术的迅速发展，高铁的运营时速也在逐步提升，同时，人们对客运服务质量的期待也在不断提高，因为高速铁路的客运服务质量直接关系到人们的生命安全，直接关系到铁路的改革发展状况，直接关系到社会的和谐、稳定。高速铁路客运市场的竞争实质上就是服务质量的竞争。提高高速铁路客运质量既是争取用户最直接、最有内涵、最富感情的手段，又是最好的营销和广告宣传方式，同时，提高客运服务质量也是获得市场份额、赢得旅客、提高效益的有效途径。由此可知，提高客运服务质量、营造舒适的旅行环境、提供优质的人性化服务是铁路部门在客运市场中增强竞争力的主要方式。
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