高铁客运服务质量影响因素评价分析
Evaluation and Analysis of the Influencing Factors of Passenger Service Quality in High-speed Rail Transport
谢莹1
作者信息
摘要
服务质量是服务业的核心,提高铁路客运服务质量,做好客运工作,已成为铁路客运工作中无可争辩的共识.采用定量分析法和问卷调查法,从客运需求角度出发,基于某铁路局G901 次专列建立一套全面、有针对性的铁路客运服务质量评价体系.调研结果显示,该列车服务质量SQ结果为-0.047,没有达到旅客的预期要求,可从强化安全措施、贯彻安全意识、增加列车特色服务、建立人员培训与考核机制、增加购票渠道、做好标识指引、商品明码标价、考虑实行分时票价制等方面入手,改善高铁的客运服务质量.
Abstract
Service quality is the core of service industry.Improving the quality of railway passenger transport service and doing well in passenger transport has become an indisputable consensus in railway passenger transport.Based on G901 special train of a railway bureau,the study establishes a comprehensive and targeted railway passenger service quality evaluation system from the perspective of passenger demand with quantitative analysis and questionnaire survey.The investigation results show that the SQ result of the train service quality is-0.047,which does not meet the expected requirements of passengers.It is suggested to enhance safety measures,promote safety awareness;increase train characteristics services;establish personnel training and assessment mechanism;increase ticket purchase channels;do well in marking guidelines;clearly make prices of goods,etc.;and take the implementation of time-sharing fare system into consideration,etc.,so as to improve the quality of customer service.
关键词
高铁/客运服务/服务质量/指标评价/措施建议Key words
High-speed rail transport/Passenger transport/Service quality/Index evaluation/Measures and suggestions引用本文复制引用
出版年
2024
NETL
NSTL
万方数据