SQ value of each attribute and the weight difference of each indicator
| Attribute | SERVQUAL number (SN) | Indicator | SQ value | Weight difference |
|---|---|---|---|---|
| A Safety | A1 | Security check | −2.384 | −0.071 |
| A2 | Station public security | −0.069 | ||
| A3 | Luggage safety | −0.020 | ||
| B Timeliness | B1 | Ticketing information accessibility | −3.778 | −0.026 |
| B2 | Ticketing efficiency | −0.044 | ||
| B3 | Transfer convenience | −0.040 | ||
| B4 | Entry/Exit convenience | −0.018 | ||
| B5 | Check-in efficiency | −0.024 | ||
| C Reliability | C1 | Train forecast accuracy | −0.861 | −0.013 |
| C2 | Departure punctuality | −0.017 | ||
| C3 | Station identification accuracy | −0.026 | ||
| D Responsiveness | D1 | The station staff try their best to help the passengers | −2.452 | −0.028 |
| D2 | The station staff is able to respond to passenger inquiries timely | −0.023 | ||
| D3 | The station staff is able to effectively deal with passenger complaints | −0.034 | ||
| D4 | Emergency processing of train delays | −0.038 | ||
| E Comfort | E1 | The overall environment clean and tidy | −1.951 | −0.017 |
| E2 | Mobile charging service | 0.013 | ||
| E3 | Restroom environment | −0.038 | ||
| E4 | Waiting room capacity is reasonable | −0.029 | ||
| E5 | The station staff are well behaved | −0.002 |
| Attribute | SERVQUAL number (SN) | Indicator | SQ value | Weight difference |
|---|---|---|---|---|
| A | A1 | Security check | −2.384 | −0.071 |
| A2 | Station public security | −0.069 | ||
| A3 | Luggage safety | −0.020 | ||
| B | B1 | Ticketing information accessibility | −3.778 | −0.026 |
| B2 | Ticketing efficiency | −0.044 | ||
| B3 | Transfer convenience | −0.040 | ||
| B4 | Entry/Exit convenience | −0.018 | ||
| B5 | Check-in efficiency | −0.024 | ||
| C | C1 | Train forecast accuracy | −0.861 | −0.013 |
| C2 | Departure punctuality | −0.017 | ||
| C3 | Station identification accuracy | −0.026 | ||
| D | D1 | The station staff try their best to help the passengers | −2.452 | −0.028 |
| D2 | The station staff is able to respond to passenger inquiries timely | −0.023 | ||
| D3 | The station staff is able to effectively deal with passenger complaints | −0.034 | ||
| D4 | Emergency processing of train delays | −0.038 | ||
| E | E1 | The overall environment clean and tidy | −1.951 | −0.017 |
| E2 | Mobile charging service | 0.013 | ||
| E3 | Restroom environment | −0.038 | ||
| E4 | Waiting room capacity is reasonable | −0.029 | ||
| E5 | The station staff are well behaved | −0.002 |
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