【作者】 王海湘；

【导师】 黄由衡； 孟华维；

【作者基本信息】 中南大学 ， 交通运输工程， 2006， 硕士

【摘要】 铁路旅客运输业要想在目前竞争日益激烈的旅客运输市场中占有一席之地并能站稳脚跟，不仅需要数量上的扩充，更迫切的任务是要提高旅客运输的服务质量。本文首先较系统地介绍了服务、服务质量和铁路客运服务质量的基本理论，进一步从旅客需求的角度出发，以定量分析为基础，建立了一个较全面的、有针对性和易操作的铁路客运服务质量评价体系，同时对评价体系的指标的确定、指标权重的确定、满意度的确定及铁路客运服务产品质量的特性等方面进行了分析探讨，在分析了服务质量差距模型、铁路服务质量差距模型、灰色关联模型和SERVQUAL评价模型的基础上，结合铁路客运的实际情况，借鉴SERVQUAL评价模型，提出了衡量铁路客运产品服务质量优劣的5大属性24个因素(指标)的定量评价模型，设计了问卷调查表，然后通过对某次乘坐广铁集团T1／2次旅客列车的128名乘客对该车次服务质量的期望与感知的调查，以及对问卷调查的数据进行分析，验证了该模型的科学性和可行性。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。同样，这种评价方法对公路、民航、水运等其他交通运输方式的客运服务质量的考核也有一定的参考价值。更多还原

【Abstract】 If the railway company wants to succeed in the more and more competitive market of the passenger transportation, enlarge transportation quantity is not enough, the urgent task is to improve service quality in passenger transportation. Firstly, the basic theory of service, service quality and railway passenger service quality are introduced systematically. Secondly, based on the demand of passengers and the quantitative analysis of it, a more comprehensive, targeted and operable quality evaluation system of railway passenger service is established, at the same time, how to confirm evaluation indexes, the weight of each index and satisfaction are analyzed, and the characteristics of the quality of railway passenger service is discussed as well. In order to evaluate the quality of railway passenger service, the SERVQUAL (Service Quality) model is cited in the paper after analyzing the service quality gap model, the service quality gap model for railway and the grey conjunction evaluation model. On the basis of this, a quantitative model with five properties and twenty-four factors is developed which is used to evaluate the quality of railway passenger service. Moreover, a questionnaire is designed to investigate the quality of the railway passenger service, then through investigating 128 passengers’ expectation and perceive on the service quality of T1/2 (belong to Guangzhou Railway company) and analyzing those data, the scientific and feasibility of this model is proved. 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. Such evaluation model also has some reference value for other transportation forms (such as highway, civil aviation and waterways and etc) to assess their service quality.更多还原