Applying the fuzzy Delphi method to analyze the evaluation indexes for service quality after railway re-opening: using the old mountain line railway as an example

The railway tourism has become a trend due to cultural heritage preservation. There have been voices calling for re-opening of the Old Mountain Line Railway. The service quality controlled by the management will have a great influence on tourists' intention to use the railway again. Therefore, the service quality after the railway re-opening is the key issue to be considered when it comes to management strategies. This study explored the indexes for service quality after railway re-opening from the viewpoints of some experts and scholars. Through literature review and interviews with experts, preliminary indexes were determined. Then the fuzzy Delphi method was applied to select proper ones from them, to discuss the key factors needed to be improved based on the current service quality. The result of this study shows that the most important factor was safety. With a safe foundation, tourists would trust the management more. The second important thing was to preserve features of scenic spots and heritage, a key factor of heritage tourism. Then with service facilities, sanitation facilities, and medical facilities, tourists' needs in comfort and emergency medical services could be satisfied, to create a service standard for the overall management. The achievement of this study helps the management to improve service quality after the railway re-opening and to facilitate future tourism management.