• Journal of the Korean Society for Railway
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• v.19 no.3
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• pp.351-362
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• 2016

The purpose of this study is to investigate service factors and relationships affecting customer satisfaction by measuring indexes of the entire set of high-speed railway station facilities and train services. In this study, we collected data from 202 KTX passengers and analyzed the data using the structural equation model (SEM) method. Through exploratory factor analysis (EFA), we found five major service factors, including parking related service (PRS), station convenient facilities related service (SCS), ticketing services (TIS), service within the train (SWT), and inner environments (INE). As result of a hypothesis test, it was found that PRS does not influence SWT, whereas SCS and TIS positively affect train related service. Also, SWT and INE significantly affect the overall service satisfaction of customers. Thus, our findings provide that station facilities and train service experience are important factors that can enhance customer satisfaction.

• Journal of Korean Society for Quality Management
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• v.33 no.3
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• pp.71-90
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• 2005

New high-speed rail service, the Korea Train Express(KTX), has been beginning service in Korea. We measured the service quality of the Korea Train Express and comparatively analyzed the service quality of domestic flight and express buses which are means of long distance transportation. Furthermore, by using the Kano model, the perception level of the service of customers is not only segmented in groups but also switching barriers are derived. As a result, the customers by group have a difference in the level of their perception. While in both high-speed bullet train service and flights dimensions significantly affect the customer satisfaction and retention excluding a responsiveness dimension, in the Train Express four dimensions(Reliability, Responsiveness, Assurance, Tangibles) with the exception of Empathy which significantly affect the customer satisfaction and retention.

• IE interfaces
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• v.14 no.2
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• pp.210-217
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• 2001

Because passenger seat is one of the most important parts in the determination of passengers' satisfaction for train, it is absolutely important to design the passenger seat so that train passengers can satisfy. So, in the seat design it is necessary to consider passengers' characteristics, requirements, and dissatisfactions. However, passengers' dissatisfactions for the seat of Mugunghwa-ho train have been often raised through various routes. It is necessary to resolve their dissatisfactions to provide comfortable trip to passengers. So, we designed a new seat of Mugunghwa-ho train that resolved passengers' dissatisfactions. Our focusing design parts were the seat pan and the backrest of passenger seat. We investigated passengers' dissatisfactions for the seat of Mugunghwa-ho train through various methods and the human factors design guidelines through literature survey. We designed a new seat on the basis of investigated results. For newly designed seat, we evaluated comfort and sensible satisfaction in comparison with the existing seat. An experimental method and subjective methods were used in this evaluation. In all aspects, the new seat was superior to the existing.

• Proceedings of the KSR Conference
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• 2000.11a
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• pp.210-218
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• 2000

It is absolutely important to design passenger seat so that train passengers can satisfy because passenger seat is one of the most important parts in tile determination of passenger's satisfaction for train.. So, it is necessary to consider passengers' characteristics, requirements, and dissatisfactions in seat design. However, passengers' dissatisfactions for the seat of Mugunghwa-ho train have been often raised through various routes. It is necessary to resolve their dissatisfactions to provide comfortable trip to passengers. So, we designed a seat of new Mugunghwa-ho train that resolved passengers' dissatisfactions. Our focusing design parts were the seat pan and the backrest of passenger seat. We investigated passengers' dissatisfactions for the seat of Mugunghwa-ho train through various methods and the human factors design guidelines of passenger seat through literature survey. We designed a new seat on the basis of investigated results. For newly designed seat, we evaluated comfort, sensible satisfaction, and fitness in comparison with the existing seat. An experimental method and a subjective method were used in this evaluation. In all aspects, new seat was superior to the existing.

• Journal of the Korean Society for Railway
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• v.9 no.1 s.32
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• pp.43-49
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• 2006

We have evaluated the structural integrity of a sandwich composite train roof structure that can be a lightweight, cost saving solution to large structural components for rail vehicles in design stages. The sandwich composite train roof structure was 11.45 meters long and 1.76 meters wide. The finite element analysis was used to calculate the stresses, deflections and natural frequencies of the sandwich composite train roof against the weight of air-conditioned system. The 3D sandwich finite element model was introduced to examine the structural behavior of the hollow aluminum extrusion frames joined to both sides of the sandwich composite train roof. The results shown that the structural performance of the sandwich composite train roof under loading conditions specified is satisfaction and the use of aluminum reinforced frame and aluminum honeycomb core is beneficial with regard to weight saving and structural performance in comparison with steel reinforced frame and polyurethane foam core. Also, we have manufactured prototype of sandwich composite train roof structure on the basis of analysis results.

• Journal of the Korea Convergence Society
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• v.8 no.9
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• pp.105-115
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• 2017

The purpose of this study is to find the railroad work characteristics that influence stress of workers in the field of Railroad electricity including railroad signaling. After a self-administered questionnaire survey was conducted from Feb. 13 to Mar. 10 of the year 2017, 445 questionnaire copies were analyzed. Objective work characteristics include total working period, current workplace, work type, train service count, train line type, a type of train in charge, failure/accident participation count, work on holidays, and work hours. Subjective work characteristics include work life satisfaction and subjective work intensity. According to bivariate analysis, stress was different depending on all railroad work characteristics. According to multivariate analysis, total working period, train service count, a type of train in charge, work on holidays, work life satisfaction, and subjective work intensity were found to be influential factors. The moderating effect of subjective work characteristics was not found in the relation between objective work characteristics and stress. Therefore, it is necessary for companies to pay attention to the influential factors on stress and manage stress.

• Journal of the Korean Society for Railway
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• v.9 no.1 s.32
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• pp.81-88
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• 2006

The purpose of this study is to verify the dimensions of service quality of Korea Train Express(KTX) and to compare the service quality of KTX with that of general train. The researcher consisted of initial 32 items representing eight-dimension and analyzed the final quality dimensions of KTX. The collected data of passenger of 226 was analyzed by statistical procedures such as the iterative sequence of computing Cronbach's a, corrected item-to total correlations, and factor analyses. Through the repeated statistical process to puritY the items, a final set of 26 items representing six district dimensions; tangibles, timely responsiveness, empathy, comfort, information access and safety. The Results of independent samples t-test showed that the mean scores of all the service quality dimensions of KTX except for comfort were higher than those of general train. This finding will provide the more appropriate instrument to measure the KTX service quality as well as to improve the passengers' perception of the service quality.

• Journal of the Ergonomics Society of Korea
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• v.29 no.4
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• pp.647-654
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• 2010

In a service environment, the spatial layout is an important factor that has a great impact on customers' behavioral characteristics including wayfinding and purchasing. Previous studies have shown a gap between marketing, focusing solely on profitability and satisfaction, and architecture, looking only into efficiency of pedestrian flow. To balance such disparity, this study suggests an integrated approach for assessing behavioral patterns in complex service environments. With the objective that complex service environments should aim to increase its profitability and efficiency while guaranteeing customer satisfaction, quantitative metrics was developed for evaluation. The metrics was defined to use data from behavior observation including path tracking, population counting, and gaze analysis, while previous studies have relied on abstract survey methods that were prone to sampling errors and loss of data. For validation of the metrics in a real world setting, a case study was conducted at 4 train stations in Korea. In the case study, experiments were conducted to gather the required data in all 4 train stations, while their physical layouts were also analyzed. With the results from the case study, comparative evaluation of the 4 train stations in terms of behavioral efficiency was possible, together with a discussion on the effect of their physical settings.

• Journal of the Ergonomics Society of Korea
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• v.26 no.1
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• pp.87-92
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• 2007

KTX (Korea Train eXpress) is launched as the $5^{th}$ develop a ride-comfort model for high-speed rail pasengers using structural equation model (SEM). Both qualitative and quantitative factors affecting ride-comfort were investigated, and employed to construct a comprehensive ride-comfort model. The SEM model was built with twenty measurement variables and seven latent variables for the evaluation of ride-comfort of high-speed train passenger. A total of six hundreds thirty two subjects participated in the evaluation using face-to-face survey method. As a result, the proposed SEM model model fitnes (GFI=0.93). According to the results, overall ride-comfort was significantly affected by the seat-, fatigue-, interior-related, and customer satisfaction variables such as fare. Among the engineering design variables of high-speed train, seat-related variables were identified as critical factors of the ride-comfort. It is expected that the result of this study could be useful for the enhancement of ride comfort in next generation KTX.

• Proceedings of the KSR Conference
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• 2003.05a
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• pp.222-231
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• 2003

After the reform of rail industry, a system to evaluate service qualities is required for the continuous improvement of railway service and the strength of competitiveness. This research provides evaluation categories and indices which are considered to be suited to the evaluation of rail service qualities. This study provides 4 categories and 11 indices to assess the rail service qualities: provision-operation interval/average operation speed, reliability-regularity/operation cancellation rate, safety- train usage term/facilities for the weak, client satisfaction- easiness of reserving and purchasing of tickets/comfort of queuing facilities/ kindness of train crews/ pleasantness of trains/provision of information, etc.