Passenger perceived service quality control in rail transit based on gap model

This paper addresses expected and perceived service quality of passengers in rail transit system, which is applied to service quality control management of rail passenger service. Various factors which impact service quality of rail transit are analyzed based on the Gap model. Several critical dimensions of rail transit service quality from the perspective of the overall products of passenger service and the concepts of perceived quality are found from questionnaire. By case study, one can conclude that controllability and costs of factors affect the service quality, propose technical, economic and management measures of service control.