铁路零担货运服务质量对客户满意度的影响研究

发布时间：2018-03-26 10:03

本文选题：铁路零担货运　切入点：服务质量　出处：《大连交通大学》2015年硕士论文

【摘要】：零担货运作为铁路货运组成成分之一,曾经对国民经济方面的发展起特别大的贡献,但是由于受到铁路运输诸多方面的原因,零担货运在市场上不被高度重视,再加上铁路组织方式上的落后,货物运输快捷化的要求早早地就不能被零担运输所满足了,便造成全铁路上的零担货源骤然下滑。不过随着公路方面的超载力度被逐渐加大的治理,再加上铁路方面价格的优势,主要针对铁路零担运输采取了必要的改革措施,铁路货物运输零担货物运输方面还是有很大的发展前景。基于这样的市场环境,本文针对铁路零担货运服务质量对客户满意度的影响进行了研究。为了深入研究铁路零担货运服务质量对客户满意度的影响情况,本文采用了理论与实证相结合的方式进行了研究。在理论方面,本文通过对已有相关文献的的研究,考虑到铁路零担货运的自身特性,依据PZB所提出的服务质量差距模型和SERVQUAL量表,建立了铁路零担货运服务质量评价指标体系。并在此基础上,提出了相应的的研究假设。在实证方面,本文通过对铁路零担货运客户的问卷调查,运用了SPSS17.0对收集的数据进行了实证分析。实证分析结果表明:(1)所建量表具有较好的效度和信度,可以用来评价铁路零担货运服务质量;(2)客户对服务的期望水平和感知水平之间还是存在一定的差距,需要相应的改善;(3)对服务质量和满意度的评价基于不同的客户群存在着一定的差异;(4)服务质量整体水平对客户满意度起到了正影响的作用,铁路零担货运企业可以根据服务质量各维度和客户满意度的相关性强弱,来改善服务质量水平,提高客户满意度。
[Abstract]:As one of the components of railway freight transportation, the tile-load freight has made a great contribution to the development of the national economy. However, due to the various reasons of railway transportation, it is not highly valued in the market. In addition, due to the backwardness of the railway organization, the requirement of expediting the freight transport cannot be met by the carload transport early. As a result of the sudden decline in the supply of piecemeal cargo on the whole railway, as the overloading of the highway has been gradually increased, and with the advantages of the railway price, the necessary reform measures have been mainly taken against the railway part-load transport. There is still a great prospect for the development of railway freight transportation in the field of cargoes. Based on such a market environment, In this paper, the influence of railway freight service quality on customer satisfaction is studied. In theory, through the research of related literature, considering the characteristics of railway freight transport, the paper uses the combination of theory and practice. According to the service quality gap model and SERVQUAL scale proposed by PZB, the evaluation index system of railway freight service quality is established. On the basis of this, the corresponding research hypotheses are put forward. This paper makes an empirical analysis of the collected data by using SPSS17.0 through the questionnaire survey of railway freight forwarders. The empirical results show that the scale constructed by the "1") has good validity and reliability. It can be used to evaluate the quality of railway freight transport services. There is still a certain gap between customer expectations and perceived levels of service. The evaluation of service quality and satisfaction is based on the existence of certain differences among different customer groups.) the overall level of service quality has a positive effect on customer satisfaction. Railway freight enterprises can improve service quality and customer satisfaction according to the correlation between each dimension of service quality and customer satisfaction.
【学位授予单位】：大连交通大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：F274;F532.6

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