Research on Service Quality of "12306 China Railway" Mobile Ticketing Software
Yu Zhen Zhao, LI Shi-ze, Yang Yong · Review of Computer Engineering Studies · 2019
In recent years, with the vigorous development of mobile application software market and the continuous growth of China railway, the official mobile application "12306 China Railway" has been increasingly used by the people to purchase train tickets.This paper aims to study the service quality of "12306" mobile ticketing software using the SERVQUAL scale.For this, the in-depth interview method combined with the service characteristics of mobile ticketing software to modify the original dimension and question of SERVQUAL scale, and then determine the adjusted SERVQUAL scale containing a total of 20 questions and 5 dimensions.Based on the revised SERVQUAL scale, the questionnaire survey was conducted to analyse the respondents' expected value and actual value of the "12306" mobile app through the data collection, and calculate the difference between perception and expectation of the users in the process of software ticketing.Finally, the problems with the service quality of 12306 mobile app was found through the reliability and validity analysis, and target suggestions were given.