An empirical investigation of service quality of intercity rail transit in the Pearl River Delta using AHP-fuzzy comprehensive evaluation

Purpose This paper aims to study the service quality of intercity rail transit in the Pearl River Delta, improve passengers’ travel experience and promote the sustainable development of intercity rail transit. Design/methodology/approach This article uses the AHP-fuzzy comprehensive evaluation method to measure the service quality of intercity rail transit in the Pearl River Delta. Firstly, it uses the AHP method to construct a service quality evaluation system for intercity rail transit in the Pearl River Delta. Secondly, based on the service quality evaluation index system for intercity rail transit in the Pearl River Delta, a survey questionnaire is constructed and the fuzzy comprehensive evaluation method is used to measure the service quality of intercity rail transit in the Pearl River Delta. Findings The service quality of intercity rail transit in the Pearl River Delta cities is at a level of passenger satisfaction, and the main factors restricting the improvement of the service quality of intercity rail transit in the Pearl River Delta are convenience, economy and service effectiveness. Research limitations/implications Because the research object is the service quality of intercity rail transit in the Pearl River Delta, the research results may not be universal. Therefore, researchers are encouraged to propose further tests. Practical implications This article further deepens the empirical contribution of service quality research theory and methods by studying the service quality of intercity rail transit in the Pearl River Delta. It constructs a research framework for evaluating the service quality of intercity rail transit. This research framework has certain representativeness and scientificity. Social implications The research on the service quality of intercity rail transit in the Pearl River Delta is of great significance in improving its service quality, enhancing passenger experience, promoting sustainable improvement of intercity rail transit, promoting regional economic development and meeting the needs of urban agglomeration development. Originality/value Firstly, this study provides a new perspective on the quality of rail transit services from a quantitative rather than a qualitative perspective. Secondly, this study enriches and broadens the research topics related to rail transit, exploring the service quality of rail transit from an intercity perspective. Thirdly, our research aims to promote original methods and empirical contributions. Specifically, this study expands the relevant theories of service quality and establishes a comprehensive research framework for evaluating the service quality of intercity rail transit.