基于SERVPERF的深圳北站服务质量测评研究
发布时间：2018-08-17 08:26
【摘要】：与传统的运输方式相比，高铁运输方式具有安全性高、载客量大，速度快、舒适方便等优势，受到广大乘客的青睐。但乘客在看到这些优势的同时更加关注的是高铁站服务质量的优劣。深圳高铁北站衔接了京广深港客运专线及厦深铁路，拥有目前最大的建设占地，最多的建筑面积，并将地铁光明线、龙华线、环中线、公交站以及长途汽车站等衔接在一起，成为全国重要的区域性铁路运输枢纽，它拉近了城市间的距离，促进了区域间经济的交流与合作，然而深圳高铁北站在经营管理上仍面临着众多难题，，如如何提高深圳高铁北站的服务质量、如何提升乘客的满意度等。因此，对于深圳高铁北站服务质量的测评研究具有重要的理论和现实意义。 本文在依据服务质量测评相关理论的基础上，综合运用调查法、统计分析法及理论与文献归纳法等多种方法，考察了深圳高铁北站服务质量测评问题。首先介绍并阐述了服务质量的构成要素、服务质量测评模型与方法、服务质量与顾客满意度之间的关系等理论；然后通过实地调查考察了深圳高铁北站服务质量以及乘客满意度现状；接着根据问卷回收结果分析探讨了深圳高铁北站在服务质量管理方面存在的问题；最后结合深圳高铁北站战略目标及实情提出改善深圳高铁北站服务质量，提升乘客满意度的策略。研究结果表明：深圳高铁北站服务质量受有形性、安全性、可靠性、响应性等多种因素影响，整体的服务质量水平并不高，乘客的满意度水平较低，这将在一定程度上降低乘客乘坐深圳北站高铁的意愿。 本文以经典的服务质量五维度模型为基础，结合深圳高铁北站服务特色,将安全性这一维度纳入服务质量测评模型中，构建出与深圳高铁北站服务一致的六维度模型，即有形性、可靠性、响应性、安全性、保证性及移情性。并适时对SERVPERF量表指标、题项及用词进行相应的调整，建构出与深圳高铁北站服务一致的服务质量评估体系。这在一定程度上拓展了SERVPERF评价法的应用领域，对于其他高铁站或车站服务质量测评具有一定的参考价值。
[Abstract]:Compared with the traditional transportation mode, the high-speed rail transportation mode has the advantages of high safety, large passenger capacity, fast speed, comfortable convenience and so on, and is favored by the vast number of passengers. But passengers see these advantages at the same time pay more attention to the quality of high-speed rail station service. The Shenzhen High Speed Railway North Station connects the Beijing-Guangzhou-Shenzhen-Hong Kong passenger dedicated Line and the Xia-Shen Railway. It has the largest construction area and the largest building area at present. It also links the bright line of the subway, the Longhua Line, the Central Ring Line, the bus stop and the long-distance bus station. As an important regional railway transport hub in the country, it has brought closer the distance between cities and promoted regional economic exchanges and cooperation. However, the Shenzhen High Speed Railway North Railway Station still faces many difficulties in its operation and management. Such as how to improve the service quality of Shenzhen High Speed Railway North Station, how to improve passenger satisfaction. Therefore, it has important theoretical and practical significance to evaluate the service quality of Shenzhen High Speed Railway North Station. Based on the relevant theories of service quality evaluation, this paper investigates the service quality evaluation of Shenzhen High Speed Railway North Railway Station by means of investigation method, statistical analysis method, theory and literature induction method and so on. Firstly, the paper introduces and expounds the composing factors of service quality, the model and method of service quality evaluation, the relationship between service quality and customer satisfaction, and so on. Then the service quality and passenger satisfaction of Shenzhen North Railway Station are investigated by field investigation, and then the problems in service quality management are analyzed and discussed according to the result of questionnaire recovery. Finally, the strategy of improving service quality and passenger satisfaction is put forward in combination with the strategic objectives and facts of Shenzhen High Speed Railway North Station. The results show that: the service quality of Shenzhen High Speed Railway North Station is affected by many factors, such as tangible, safety, reliability, responsiveness, etc. The overall service quality level is not high, and the level of passenger satisfaction is low. This will, to some extent, reduce the willingness of passengers to take the Shenzhen North Railway Station. Based on the classic five-dimension service quality model and combining the service characteristics of Shenzhen High Speed Railway North Station, this paper brings the security dimension into the service quality evaluation model, and constructs a six-dimensional model which is consistent with the service of Shenzhen High-speed Railway North Railway Station. That is, tangible, reliability, responsiveness, security, assurance, and empathy. At the same time, the indexes, items and words of the SERVPERF scale are adjusted accordingly, and a service quality evaluation system is constructed which is consistent with the service of Shenzhen High Speed Railway North Station. To a certain extent, it expands the application of SERVPERF evaluation method, and has certain reference value for other high-speed railway stations or station service quality evaluation.
【学位授予单位】：湘潭大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F532.6
本文编号：2187043
[Abstract]:Compared with the traditional transportation mode, the high-speed rail transportation mode has the advantages of high safety, large passenger capacity, fast speed, comfortable convenience and so on, and is favored by the vast number of passengers. But passengers see these advantages at the same time pay more attention to the quality of high-speed rail station service. The Shenzhen High Speed Railway North Station connects the Beijing-Guangzhou-Shenzhen-Hong Kong passenger dedicated Line and the Xia-Shen Railway. It has the largest construction area and the largest building area at present. It also links the bright line of the subway, the Longhua Line, the Central Ring Line, the bus stop and the long-distance bus station. As an important regional railway transport hub in the country, it has brought closer the distance between cities and promoted regional economic exchanges and cooperation. However, the Shenzhen High Speed Railway North Railway Station still faces many difficulties in its operation and management. Such as how to improve the service quality of Shenzhen High Speed Railway North Station, how to improve passenger satisfaction. Therefore, it has important theoretical and practical significance to evaluate the service quality of Shenzhen High Speed Railway North Station. Based on the relevant theories of service quality evaluation, this paper investigates the service quality evaluation of Shenzhen High Speed Railway North Railway Station by means of investigation method, statistical analysis method, theory and literature induction method and so on. Firstly, the paper introduces and expounds the composing factors of service quality, the model and method of service quality evaluation, the relationship between service quality and customer satisfaction, and so on. Then the service quality and passenger satisfaction of Shenzhen North Railway Station are investigated by field investigation, and then the problems in service quality management are analyzed and discussed according to the result of questionnaire recovery. Finally, the strategy of improving service quality and passenger satisfaction is put forward in combination with the strategic objectives and facts of Shenzhen High Speed Railway North Station. The results show that: the service quality of Shenzhen High Speed Railway North Station is affected by many factors, such as tangible, safety, reliability, responsiveness, etc. The overall service quality level is not high, and the level of passenger satisfaction is low. This will, to some extent, reduce the willingness of passengers to take the Shenzhen North Railway Station. Based on the classic five-dimension service quality model and combining the service characteristics of Shenzhen High Speed Railway North Station, this paper brings the security dimension into the service quality evaluation model, and constructs a six-dimensional model which is consistent with the service of Shenzhen High-speed Railway North Railway Station. That is, tangible, reliability, responsiveness, security, assurance, and empathy. At the same time, the indexes, items and words of the SERVPERF scale are adjusted accordingly, and a service quality evaluation system is constructed which is consistent with the service of Shenzhen High Speed Railway North Station. To a certain extent, it expands the application of SERVPERF evaluation method, and has certain reference value for other high-speed railway stations or station service quality evaluation.
【学位授予单位】：湘潭大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F532.6
【参考文献】
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本文编号：2187043
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