【作者】 刘祥毅；

【导师】 黄兴建；

【作者基本信息】 西南交通大学 ， 交通运输工程， 2012， 硕士

【摘要】 铁路是国民经济发展的大动脉,铁路旅客运输是铁路运输的重要组成部分,其目的是最大限度地满足旅客旅行需要,让旅客享受到铁路车站及列车上全方位服务,对于铁路客运企业而言,要想在目前竞争日益激烈的旅客运输市场中立于不败之地,提供高质量的服务已经成为企业取得竞争优势的主要手段。作者从国内外服务质量评价理论研究的分析入手,以铁路客运服务对象—旅客为研究对象,通过定量分析,找出旅客评价铁路客运站服务质量的重要因子,构建基于旅客满意的、较全面的和易操作的铁路客运站服务质量评价系统。总结了当前服务质量的主要评价方法,在综合对比不同评价方法(模型)的基础上,借鉴SERVQUAL模型,结合我国铁路客运站的实际情况,设计了调查问卷,进行了市场调查,并根据有关数据和信息,对怀化车站客运服务质量进行了综合评价和实证分析。指出在车站运输能力没有明显提升的条件下,只有切实提高旅客运输服务质量,车站才能继续巩固和扩大铁路旅客运输的市场份额。更多还原

【Abstract】 Railway is the main artery of national economic development, rail passenger transport is an important component of rail transport, which aims to satisfy the travel needs of passengers, visitors enjoy the railway stations and trains on full-service, the railway passenger transport enterprises, succeed in the current increasingly competitive passenger transport market in an invincible position, has been providing high quality services become the primary means to achieve competitive advantage. Author from the domestic and international service quality evaluation analyzing the theoretical research, a rail passenger service object-passengers were studied by quantitative analysis to identify passenger rail terminal service quality evaluation of the important factors to build based on passenger satisfaction, a more comprehensive easy operation of the railway terminal service quality evaluation system. Summarizes the current quality of service of the main evaluation methods, a comprehensive comparison of different methods of evaluation (model), based on the SERVQUAL model-based, combined with the actual situation of China’s railway station, designed the questionnaire, conducted a market survey, and according to relevant data and information, Huaihua railway station passenger service on a comprehensive evaluation of the quality and empirical analysis. Pointed out that the station did not significantly enhance the transport capacity under the conditions, only effectively improve the service quality of passenger transport, the station can continue to consolidate and expand the market share of rail passenger transport.更多还原