广铁集团广州货运中心货运服务质量综合评价研究

发布时间：2018-10-09 21:41

【摘要】：作为货运组织改革的产物,货运中心的成立,使铁路迅速从单一的货物运输企业发展成为涵盖一体化物流、铁路快运、仓储管理、多式联运、定制化物流等多种业务相结合的第三方综合物流企业。货物运输的品类也发生了翻天覆地的变化,从“少批次、少种类、长周期、大批量、低附加值”转变为“多批次、多种类、短周期、小批量、高附加值”,为客户提供了更多的选择,最大限度的满足了客户的需求。但铁路要想在竞争激烈的货运市场中重新确立自己的地位,就必须提高货运服务质量,本文正是在此背景下开展对货运服务质量的综合评价研究。本文以国家铁路局重点课题——《铁路货运服务质量现状调研和监督管理政策研究》作为依托,对广州货运中心进行货运服务质量综合评价研究。论文首先阐述了选题背景与研究意义,结合当今国内外货运服务质量的研究综述,提出了研究目标与研究方法,为论文展开研究搭建了整体框架;随后对服务质量概念及评价方法进行论述,并详细介绍了铁路货运中心的相关内容以及广州货运中心的基本概况,为下一步确定具体的评价步骤奠定理论基础并提供实际依据;接着对评价步骤展开研究,包括指标体系的构建(该体系包括五个维度,共计十六个子指标)、调查方案的设计以及样本数据统计分析方法的确定;在此基础上,以广州货运中心所辖部分货运营业站的客户调查问卷作为数据来源,使用SERVQUAL模型对广州货运中心进行货运服务质量评价;最后结合评价结果使用IPA模型对各评价指标进行综合分析,以确定广州货运中心所提供货运服务的优势与劣势,并以此为导向为其制定具体可行的服务质量改进提升策略。
[Abstract]:As a result of the reform of freight transport organization, the establishment of freight transportation center made the railway rapidly develop from a single freight transport enterprise to include integrated logistics, railway express transport, warehousing management, multimodal transport. Customized logistics and other business combination of third-party integrated logistics enterprises. The category of cargo transportation has also changed dramatically, from "fewer batches, fewer types, long cycles, large quantities, low added value" to "multi-batches, multi-types, short cycles, small batches, high added value". For customers to provide more options, to maximize the satisfaction of customer needs. However, if the railway wants to re-establish its position in the competitive freight market, it must improve the quality of freight service. This paper carries out a comprehensive evaluation study on the quality of freight service under this background. Based on the key topic of the National Railway Administration, "Research on the present situation of Railway Freight Service quality and the Research of Supervision and Management Policy", this paper makes a comprehensive evaluation study on the quality of freight transport service in Guangzhou Freight Transport Center. Firstly, this paper expounds the background and significance of the research, and puts forward the research objectives and research methods combined with the summary of the current research on the quality of freight transport service at home and abroad, and sets up the overall framework for the research of the thesis. Then the concept and evaluation method of service quality are discussed, and the related contents of railway freight center and the basic general situation of Guangzhou freight transportation center are introduced in detail, which lays a theoretical foundation and provides practical basis for determining the concrete evaluation steps in the next step. Then the evaluation steps are studied, including the construction of the index system (which includes five dimensions and sixteen sub-indicators), the design of the survey scheme and the determination of the statistical analysis method of the sample data. Based on the customer questionnaire of some freight stations in Guangzhou Freight Center, the SERVQUAL model is used to evaluate the freight service quality of Guangzhou Freight Center. Finally, combined with the evaluation results, this paper makes a comprehensive analysis of each evaluation index by using the IPA model to determine the advantages and disadvantages of freight transport services provided by Guangzhou Freight Transportation Center, and takes this as a guide to formulate concrete and feasible strategies for improving service quality.
【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】：F532.6

【参考文献】