【作者】 江勇；

【导师】 范培华；

【作者基本信息】 上海外国语大学 ， 工商管理硕士（MBA）（专业学位）， 2019， 硕士

【摘要】 近十年以来,中国高铁得到了快速发展,旅客的出行变得越来越便捷。高铁的普及让高铁餐饮市场得到快速增长,为了更好的满足旅客的需求,各铁路集团公司分别成立专业的高铁餐饮公司,负责所属高铁动车组的餐饮服务工作。当前,高铁餐饮服务经常因为廉价盒饭和饮用水供应不足、以及餐饮品种单调、价格高、口感差等原因,频频受到了社会的广泛关注,虽然尝试了一定程度的改进和优化,仍旧饱受社会各界的诟病,折射出社会公众对高铁餐饮服务提升的迫切期待。因此,加强和改进高铁餐饮服务,提升客户满意度迫在眉睫。本论文以HT公司为例,运用顾客满意度指数模型理论系统分析了HT公司影响客户满意度的具体因素,明确了当前所面临的内外部环境和行业的竞争状况。通过客户满意度调查和分析,发现HT公司存在高铁餐饮价格偏高、餐饮口味平淡、客户投诉解决和餐饮送达不及时等问题。结合高铁餐饮发展实际,从感知质量、感知价值和顾客期望三个方面着手,制定有针对性的改进措施,努力将“中国美食文化”融入高铁餐饮中,进一步擦亮中国高铁的“金名片”,不断提升中国高铁的品牌影响力和社会美誉度。更多还原

【Abstract】 Over the past decade,China’s high-speed rail has developed rapidly,people’s travel has become more and more convenient.The popularity of high-speed rail has brought rapid growth to the high-speed rail restaurant market.In order to better meet the needs of passengers,the railway department has established a professional company to be responsible for the high-speed rail train service.However,high-speed rail catering services have received widespread attention from the society because of the shortage of cheap box lunches and drinking water supply,as well as the monotony,high prices,and poor taste of food and beverages.Although they have tried to upgrade and optimize,they are still suffersuffering from social problems.The criticism from all walks of life reflects the public’s eager expectation of the high-speed rail catering service upgrade.Therefore,it is imminent to strengthen and improve high-speed rail catering services to improve customer satisfaction.This paper takes HT Company as an example,analyzes the influencing factors of HT Company through the customer satisfaction index model theory system,and clarifies the internal and external environment and industry competition situation currently faced.Through customer’s satisfaction surveys and analysis,it was found that the high-speed rail catering price of HT Company was high,the taste of food and beverage was dull,the customer complaints were resolved,and the catering delivery was not timely in time.Based on the actual development of high-speed rail catering,we will start from three aspects: perceived quality,perceived value and customer’s expectations,develop targeted improvement measures,strive to integrate “Chinese food culture” into high-speed rail catering,further polish the ”golden business card”of China’s high-speed rail,and continuously enhance brand influence and social reputation.更多还原