Passenger Experience of China’s High Speed Rail (HSR) Service

摘要

style="text-align:justify;"> The development of high-speed rail (HSR) is one of the high priority programs in China. China’s HSR network has become the most heavily used transportation system in the world. Despite its advanced technical features, however, little research focuses on passenger experience and passenger interaction with HSR system; passengers’ satisfaction of high-speed train service is relatively low in China. This article identifies four factors influencing passenger experience in China’s high-speed train station, namely 1) the price, 2) the people present, 3) the service process and 4) the physical facilities. By this article, we would learn the new knowledge about passenger experience of Chinese HSR train station. These new insights can also be used to optimize passengers’ experience of China’s high-speed train station design.