铁路货物快运班列服务质量综合评价研究

发布时间：2018-07-21 12:13

【摘要】：随着我国经济发展进入新常态,社会运输需求结构发生变化,铁路运输大宗货物需求大幅减少,零散白货等高附加值货物的运输需求呈现快速增长态势。中国铁路总公司为适应经济发展新常态和运输市场变化,积极深化铁路货运组织改革,根据市场需要增加了铁路货物快运班列。铁路货运正在向现代物流转型发展,全面参与运输市场竞争,铁路运输企业必须提高货运服务质量,以便增强自身市场竞争力。本论文以国家铁路局重点科研课题——《铁路货运服务质量现状调研和监督管理政策研究》为依托,对铁路货物快运班列服务质量进行综合评价研究。论文首先综述了国内外相关研究成果,较系统地概述了快运班列概况及相关理论;分析了铁路向现代物流转型发展以来,货运服务发生的变化,并在考虑快运班列服务质量安全性、便捷性、经济性、时效性、服务性的特性基础上,建立评价指标体系,设计快运班列服务质量调查方案;在对常用的指标赋权方法和服务质量评价模型比较分析的基础上,选择客户赋权法确定指标权重,采用模糊综合评价模型对快运班列服务质量进行评价;同时,采用客户座谈会的方式对客户进行深入调研,进一步了解客户对快运班列的评价;基于数据挖掘思想对调查问卷进行分析,采用HotSpot关联规则建模仿真,研究分析客户对快运班列服务质量的总体感受与评价指标的关联程度,找出影响客户满意度的关键指标;最后,通过对快运班列定量和定性的综合评价,发现快运班列在运输服务中存在的薄弱环节,针对存在的问题提出相应的改进措施建议,为进一步提高铁路快运班列的服务质量,增强其市场竞争力,更好地满足客户需求提供决策依据。
[Abstract]:With the economic development of our country entering the new normal, the structure of social transport demand changes, the demand for large quantity of goods in railway transportation decreases substantially, and the demand for high value-added goods such as scattered white goods increases rapidly. In order to adapt to the new normal of economic development and the change of transportation market, China Railway Corporation has actively deepened the reform of railway freight transport organization and increased the number of railway freight express trains according to the needs of the market. Railway freight is transforming to modern logistics and participating in the competition of transportation market. Railway transportation enterprises must improve the quality of freight transport service in order to enhance their market competitiveness. This paper is based on the key scientific research project of the National Railway Administration, "Research on the present situation of Railway Freight Transport Service quality and the Research of Supervision and Management Policy", and makes a comprehensive evaluation study on the service quality of railway freight express train. Firstly, the paper summarizes the domestic and foreign related research results, summarizes the general situation and related theories of express transportation, and analyzes the changes of freight service since the transformation of railway to modern logistics. On the basis of considering the characteristics of service quality, safety, convenience, economy, timeliness and service, the evaluation index system is established, and the investigation scheme of service quality is designed. On the basis of comparing and analyzing the commonly used index weighting method and service quality evaluation model, we select the customer weighting method to determine the index weight, and use the fuzzy comprehensive evaluation model to evaluate the service quality of fast train, and at the same time, In order to further understand the evaluation of express train, the questionnaire is analyzed based on data mining, and the hotspot association rules are used to model and simulate the customers. This paper studies and analyzes the correlation degree between customer's overall feeling and evaluation index on the service quality of express train, and finds out the key indicators that affect customer satisfaction. Finally, through the comprehensive evaluation of quantitative and qualitative analysis of express train service, In order to further improve the service quality of express train and enhance its market competitiveness, this paper finds out the weakness of express train in transportation service, and puts forward corresponding improvement measures in view of the existing problems. Better meet customer needs to provide decision-making basis.
【学位授予单位】：北京交通大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：U294.1

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