Average value of each indicator
| Attribute | SERVQUAL number (SN) | Indicator | Importance average value | Satisfaction average value |
|---|---|---|---|---|
| A Safety | A1 | Security check | 4.991 | 4.778 |
| A2 | Station public security | 4.983 | 4.77 | |
| A3 | Luggage safety | 4.952 | 4.889 | |
| B Timeliness | B1 | Ticketing information accessibility | 4.941 | 4.813 |
| B2 | Ticketing efficiency | 4.939 | 4.719 | |
| B3 | Transfer convenience | 4.963 | 4.755 | |
| B4 | Entry/exit convenience | 4.918 | 4.832 | |
| B5 | Check-in efficiency | 4.926 | 4.806 | |
| C Reliability | C1 | Train forecast accuracy | 4.952 | 4.905 |
| C2 | Departure punctuality | 4.973 | 4.918 | |
| C3 | Station identification accuracy | 4.928 | 4.864 | |
| D Responsiveness | D1 | The station staff try their best to help the passengers | 4.956 | 4.852 |
| D2 | The station staff is able to respond to passenger inquiries timely | 4.973 | 4.879 | |
| D3 | The station staff is able to effectively deal with passenger complaints | 4.954 | 4.813 | |
| D4 | Emergency processing of train delays | 4.989 | 4.842 | |
| E Comfort | E1 | The overall environment clean and tidy | 4.945 | 4.865 |
| E2 | Mobile charging service | 4.842 | 4.988 | |
| E3 | Restroom environment | 4.922 | 4.712 | |
| E4 | Waiting room capacity is reasonable | 4.947 | 4.877 | |
| E5 | The station staff are well behaved | 4.989 | 4.891 |
| Attribute | SERVQUAL number (SN) | Indicator | Importance average value | Satisfaction average value |
|---|---|---|---|---|
| A | A1 | Security check | 4.991 | 4.778 |
| A2 | Station public security | 4.983 | 4.77 | |
| A3 | Luggage safety | 4.952 | 4.889 | |
| B | B1 | Ticketing information accessibility | 4.941 | 4.813 |
| B2 | Ticketing efficiency | 4.939 | 4.719 | |
| B3 | Transfer convenience | 4.963 | 4.755 | |
| B4 | Entry/exit convenience | 4.918 | 4.832 | |
| B5 | Check-in efficiency | 4.926 | 4.806 | |
| C | C1 | Train forecast accuracy | 4.952 | 4.905 |
| C2 | Departure punctuality | 4.973 | 4.918 | |
| C3 | Station identification accuracy | 4.928 | 4.864 | |
| D | D1 | The station staff try their best to help the passengers | 4.956 | 4.852 |
| D2 | The station staff is able to respond to passenger inquiries timely | 4.973 | 4.879 | |
| D3 | The station staff is able to effectively deal with passenger complaints | 4.954 | 4.813 | |
| D4 | Emergency processing of train delays | 4.989 | 4.842 | |
| E | E1 | The overall environment clean and tidy | 4.945 | 4.865 |
| E2 | Mobile charging service | 4.842 | 4.988 | |
| E3 | Restroom environment | 4.922 | 4.712 | |
| E4 | Waiting room capacity is reasonable | 4.947 | 4.877 | |
| E5 | The station staff are well behaved | 4.989 | 4.891 |
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