ME_ THODS: SERVQUAL service quality evaluation method was adopted.

方法：运用SERVQUAL服务质量评价方法。

SERVQUAL has been favored by service managers with its powerful problem diagnostic function.

SERVQUAL以其强盛的题目诊断功能而被服务管理者所青睐。

Based on SERVQUAL evaluation model, a service quality evaluation system of China's railway transport is constructed.

结合我国铁路客运实际情况，以SERVQUAL评价模型为基础，构建出铁路客运服务质量评价体系。

Service quality evaluation has always been a difficult problem of service quality management, most researchers accept the SERVQUAL evaluation method right now.

服务质量评价一直是服务质量管理的一个难题，目前大多数学者都接受的评价方法是SERVQUAL评价方法。

SERVQUAL is a kind of method to estimate service quality, and its core is to judge the service quality with customers' expectation and perception about service.

SERVQUAL是一种用来测度服务质量的特定技术和方法，其核心是利用来自顾客对服务的期望和感知信息来判断服务质量。

The study comprises two parts: In the first part, the author uses the modified SERVQUAL model for a survey to identify service quality gaps as recognized by hotel guests.

实证研究由两部分组成：第一部分是利用修正后的SERVQUAL模型，编写和发放调查问卷，从顾客角度调查饭店服务质量的差距；

This article establishes the evaluation system of the service quality of the exhibition industry based upon SERVQUAL Model and its general application in various service fields.

本文运用SERVQUAL模型，并根据SERVQUAL模型在各个服务领域的广泛应用，构建了会展业服务质量评价体系。

Finally, in order to solve the problems existing in railway passenger transportation and to meet the necessary conditions of implementing the established SERVQUAL model, some proposes are put forward.

最后，针对铁路客运的现状以及实施该评价体系的要求对铁路客运提出了对策建议。