Application of Grey Relational Analysis to Determine Key Factors for Performance Measurement of Taiwan High Speed Rail Service Quality

Ching Kuei Kao, Bey Rong Kung, Wen Ih Hsieh


In this paper, the balanced scorecard (BSC) is used to establish an effective performance measurement of Taiwan High Speed Rail (HSR) service quality, and then the grey relational analysis is used to determine key factors for performance measurement of Taiwan HSR service quality and the importance-performance analysis (IPA) is used to analyze HSR passenger service quality in a satisfactory condition. The results show that HSR passenger exhibit a performance and willingness to spend more money in exchange for saving time; thus, it is good to pay attention to punctuality, safety, and comfort. In addition, if the policy of HSR can provide preferential fares to passengers, it will be able to increase passenger satisfaction and loyalty. This way, passengers are willing to continue spending, bringing substance to enhance the profitability of HSR.


Taiwan High Speed Rail, balanced scorecard, grey relational analysis, importance-performance analysis, service quality

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