沈阳经纬客运有限公司C线路服务质量管理案例研究
发布时间：2018-07-18 21:32
【摘要】：在高速发展的现代社会中,人们的生活水平不断提高,人们不仅对实物商品的要求越来越高,而且对无形的服务质量也有了更高的标准,从原来的“接受服务”变成了“享受服务”。在这种大背景下,经纬公司作为老国企长途公路客运公司的代表,要想在客运行业有一席之地,就必须不断找出自身的问题和症结,并不断改进、完善。只有这样,才能与时俱进,继续发展下去。 本文通过经纬公司几个典型案例来综合分析经纬公司客运服务质量方面的问题,具体如下： 1.介绍了沈阳经纬客运有限公司的客车运营情况和典型案例。 2.依据服务质量、全面质量管理等理论提出了长途公路客运服务质量的特征和属性,为下一步的分析提供理论基础。 3.依据SERVQUAL评价方法、层次分析法和差距分析模型,通过调查问卷的方式收集到旅客对理想客运服务的标准、可接受客运服务的标准以及乘坐经纬公司客车所感知的客运服务情况三方面数据,并通过质量管理工具统计、运算并找出引起问题的关键性属性和关键性因素。 4.针对总结出的关键性属性和因素,一一进行对应的改进和完善,提出合理的解决方法,从而提高服务质量。 5.总结出长途公路客运服务质量控制,据此,可以对公司解决各种质量问题有一定的参考价值。
[Abstract]:In the rapid development of modern society, people's living standards are constantly improving. People not only have higher and higher demands on physical goods, but also have higher standards for intangible service quality. From the original "receive services" to "enjoy the service." Under this background, Jingwei Company, as the representative of the old state-owned long distance highway passenger transportation company, in order to have a place in the passenger transport industry, must constantly find out its own problems and sticking points, and constantly improve and perfect. Only in this way can we keep pace with the times and continue to develop. This paper comprehensively analyzes the quality of passenger transport service of Jingwei Company through several typical cases, as follows: 1. This paper introduces the operation and typical cases of Shenyang Jingwei passenger Transport Co., Ltd. According to the theory of service quality and total quality management, this paper puts forward the characteristics and attributes of the service quality of long-distance highway passenger transportation, which provides the theoretical basis for the next analysis. According to SERVQUAL evaluation method, Analytic hierarchy process (AHP) and gap analysis model, the standard of passenger's ideal passenger service is collected by questionnaire. The standard of acceptable passenger service and the three aspects of data of passenger service perceived by Jingwei passenger bus are calculated and found out by statistics of quality management tools. 4. According to the key attributes and factors summarized, the corresponding improvement and perfection are carried out one by one, and the reasonable solutions are put forward to improve the service quality. The quality control of long-distance highway passenger transport service is summarized, which can be used as a reference for the company to solve all kinds of quality problems.
【学位授予单位】：辽宁大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F274;F542.6
本文编号：2132835
[Abstract]:In the rapid development of modern society, people's living standards are constantly improving. People not only have higher and higher demands on physical goods, but also have higher standards for intangible service quality. From the original "receive services" to "enjoy the service." Under this background, Jingwei Company, as the representative of the old state-owned long distance highway passenger transportation company, in order to have a place in the passenger transport industry, must constantly find out its own problems and sticking points, and constantly improve and perfect. Only in this way can we keep pace with the times and continue to develop. This paper comprehensively analyzes the quality of passenger transport service of Jingwei Company through several typical cases, as follows: 1. This paper introduces the operation and typical cases of Shenyang Jingwei passenger Transport Co., Ltd. According to the theory of service quality and total quality management, this paper puts forward the characteristics and attributes of the service quality of long-distance highway passenger transportation, which provides the theoretical basis for the next analysis. According to SERVQUAL evaluation method, Analytic hierarchy process (AHP) and gap analysis model, the standard of passenger's ideal passenger service is collected by questionnaire. The standard of acceptable passenger service and the three aspects of data of passenger service perceived by Jingwei passenger bus are calculated and found out by statistics of quality management tools. 4. According to the key attributes and factors summarized, the corresponding improvement and perfection are carried out one by one, and the reasonable solutions are put forward to improve the service quality. The quality control of long-distance highway passenger transport service is summarized, which can be used as a reference for the company to solve all kinds of quality problems.
【学位授予单位】：辽宁大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F274;F542.6
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