基于SERVQUAL的铁路货运服务质量评价研究

发布时间：2018-07-03 13:32

本文选题：铁路货运 + 服务质量　；参考：《西南交通大学》2017年硕士论文

【摘要】：随着我国社会经济的快速发展,公路、水路、航空、管道等运输方式快速发展,我国货运市场竞争日益加剧,铁路货物运输业务迎来了极大的挑战。铁路货运作为传统的国有运输企业,长期以来受限于体制的落后,规模体系的庞大,铁路货运面临诸多问题。为增强铁路货运企业的市场竞争力,如何提升铁路货运服务质量,提高铁路货运在市场份额中的比重,成为我国铁路货运企业目前急需解决的问题。首先,本文在以往学者研究的基础之上,以SERVQUAL量表为基础,结合员工满意度与顾客服务质量评价互动关系,从铁路货运服务质量内外两个方面,针对我国铁路货运的发展现状和特点,对铁路货运服务服务质量进行评价研究。提出了系统外部基于顾客感知的铁路货运服务质量评价指标体系,该指标体系具体包括以服务质量七个维度的一级指标和铁路货运服务实际过程当中存在问题为依据的29个二级指标。在服务质量五维度基础之上,结合货运经济发展的特点,修改了和增加了时效性、信息性和经济性维度。各维度下设的29个二级指标结合了铁路货运的具体特点,是服务质量在铁路货运领域具体的体现。为了探究影响铁路货运服务质量的内在因素,从系统内部员工的方面,进行铁路货运员工满意度测评,结合铁路货运员工工作特征,构建了五个维度33个指标的铁路货运员工满意度测评体系。其次,为了保证本文研究的科学性和合理性。论文对顾客感知的铁路货运服务质量和员工满意度进行实证分析,结合调研数据进一步修正和验证铁路货运服务质量评价指标体系以及员工满意度测评体系。研究结果表明,铁路客户对铁路货运服务质量水平总体持肯定态度,当前货运货主最为关心的是响应性这个一级指标;铁路货运员工对当前工作的满意度总体来说较为满意,货运员工当前最为关心的一级指标为工作待遇。经过实证调研综合分析,得到了铁路货运服务质量综合评价体系。最后,根据论文实证分析研究结论,结合服务利润链理论,从铁路货运服务质量内外两个方面为铁路货运企业有目标有针对性的改善服务质量,提出了具体化的实施路径。
[Abstract]:With the rapid development of our country's social economy and the rapid development of highway, waterway, aviation, pipeline, and so on, the competition of the freight market is becoming more and more fierce in our country. The railway freight transportation is facing a great challenge. As a traditional state-owned transportation enterprise, railway freight has long been restricted by the backward system, the large scale system and the railway freight transportation. Facing many problems, in order to enhance the market competitiveness of railway freight enterprises, how to improve the quality of railway freight service and increase the proportion of railway freight in the market share, it has become an urgent problem for our railway freight enterprises to solve. First, on the basis of previous scholars' research, this paper is based on the SERVQUAL scale, and combines the full staff with the full staff. According to the interactive relationship between the meaning and the customer service quality evaluation, from the two aspects of the quality of railway freight service, the quality of the railway freight service is evaluated and studied in view of the current situation and characteristics of the railway freight transportation in China. The evaluation index system of railway freight service quality based on customer perception is put forward, and the index system is specific. It includes 29 two level indicators based on seven dimensions of service quality and the existing problems in the actual process of railway freight service. On the basis of the five dimension of service quality and combining the characteristics of the development of freight economy, the timeliness, informativeness and economic dimension are modified and added, and the 29 two level indicators of each dimension are set up. The specific characteristics of railway freight transportation are the concrete embodiment of the quality of service in the field of railway freight transportation. In order to explore the internal factors that affect the quality of railway freight service, the satisfaction evaluation of railway freight staff is carried out from the aspects of the staff in the system, and the railway freight staff's work features are combined to build five dimensions and 33 indexes of railway freight transportation. Secondly, in order to ensure the scientific and reasonableness of this study, the paper makes an empirical analysis on the customer perceived railway freight service quality and employee satisfaction, and further amends and verifies the quality evaluation index system of railway freight service and the evaluation system of employee satisfaction. It shows that railway customers have a positive attitude towards the quality of railway freight service quality, and the most concerned about the responsiveness is the first level index of the freight forwarding operators; the railway freight employees are generally more satisfied with the satisfaction of the current work. The comprehensive evaluation system of railway freight service quality is obtained. Finally, based on the empirical analysis of the paper and the theory of service profit chain, this paper proposes a specific implementation path for the improvement of the service quality of the railway freight enterprises in the two aspects of the quality and internal quality of the railway freight service.
【学位授予单位】：西南交通大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F532

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