卢旺达公路货运的客户服务质量评估例分析：Simera Transport Ltd.
发布时间：2021-01-26 21:13
公路货运现在被认为是促进卢旺达货物和包裹运输的最重要手段之一。此外,由于其他道路运输系统（尤其是铁路）的状况不佳,人们现在在很大程度上依赖于公路运输。这种运输方式所发挥的重要作用是由于其对卢旺达大多数公司的灵活性,可获得性和可负担性。目前卢旺达有大量的本地货运代理商,其中大部分是中小型货运代理商。然而,它们占据了非常小的市场份额并且正被外国公司抢占,其中一个主要原因是服务质量低。服务质量在赢得新客户以及保留忠诚客户方面发挥着至关重要的作用。由于其特殊性,很难对公司的服务质量进行全面评估。SERVQUAL模型被认为是最常用的评估工具之一,它基于五个因素:可靠性、信任、有形性、响应速度和移情作用。本文首先给出了公路货运和服务质量评估的主要概念,重点是客户服务和SERVQUAL模型。然后介绍了 Simera运输有限公司,公路货运的现状和客户服务质量的情况。本文使用定量方法,通过公司向使用Simera运输有限公司道路货运服务的企业客户分发调查问卷。五周后成功收集了 222份回复,以揭示客户对Simera运输有限公司服务质量的真实看法。结果显示了这些公司的许多弱点,尤其是在可靠性和信任因素方面。...
【文章来源】：北京交通大学北京市 211工程院校 教育部直属院校
【文章页数】：55 页
【学位级别】：硕士
【文章目录】：
Acknowledgement
摘要
ABSTRACT
1. Introduction
1.1 Research Background
1.1.1 A Global View of Customer Service in Transportation
1.1.2 Road Transportation in Rwanda
1.2 The Significance of Research
1.2.1 Theoretical Significance
1.2.2 Practical Significance
1.3 Content and Method of Research
1.3.1 Statement of Problem
1.3.2 Objectives
1.3.3 Method of Research
2. Literature Review
2.1 Service
2.1.1 Basic Characteristics of Services
2.1.2 Service Quality
2.2 Road Rransportation
2.2.1 Concept of Transportation
2.2.2 Road Freight Transportation
2.3 Conclusion of Review
3. Service Quality（SERVQUAL）Model in Simera Transport Ltd
3.1 Introduction of Servqual Model
3.2 Research Design
3.2.1 SERVQUAL Questionnaire
3.2.2 Sample and Sampling Procedures
3.3 Introduction of simera Transport Ltd
3.3.1 Situation of Road Transportation in Simera Transport Ltd
3.3.2 Applicability of servqual Model in Simera transport Ltd
4. Research Analysis And Findings
4.1 Profile of Respondents
4.2 Descriptive Statistics
4.2.1 Customers Services Evaluation provided by Simera Transport Ltd
4.2.2 Customer Satisfaction
4.3 Regression Analysis
4.3.1 Checking for Multi-collinearity
4.3.2 R-square and ANOVA Assessment
4.4 Recommendations
5. Conclusion and Further Research
5.1 Conclusion
5.2 Further Research
References
Appendix A
学位论文数据集
本文编号：3001824
【文章来源】：北京交通大学北京市 211工程院校 教育部直属院校
【文章页数】：55 页
【学位级别】：硕士
【文章目录】：
Acknowledgement
摘要
ABSTRACT
1. Introduction
1.1 Research Background
1.1.1 A Global View of Customer Service in Transportation
1.1.2 Road Transportation in Rwanda
1.2 The Significance of Research
1.2.1 Theoretical Significance
1.2.2 Practical Significance
1.3 Content and Method of Research
1.3.1 Statement of Problem
1.3.2 Objectives
1.3.3 Method of Research
2. Literature Review
2.1 Service
2.1.1 Basic Characteristics of Services
2.1.2 Service Quality
2.2 Road Rransportation
2.2.1 Concept of Transportation
2.2.2 Road Freight Transportation
2.3 Conclusion of Review
3. Service Quality（SERVQUAL）Model in Simera Transport Ltd
3.1 Introduction of Servqual Model
3.2 Research Design
3.2.1 SERVQUAL Questionnaire
3.2.2 Sample and Sampling Procedures
3.3 Introduction of simera Transport Ltd
3.3.1 Situation of Road Transportation in Simera Transport Ltd
3.3.2 Applicability of servqual Model in Simera transport Ltd
4. Research Analysis And Findings
4.1 Profile of Respondents
4.2 Descriptive Statistics
4.2.1 Customers Services Evaluation provided by Simera Transport Ltd
4.2.2 Customer Satisfaction
4.3 Regression Analysis
4.3.1 Checking for Multi-collinearity
4.3.2 R-square and ANOVA Assessment
4.4 Recommendations
5. Conclusion and Further Research
5.1 Conclusion
5.2 Further Research
References
Appendix A
学位论文数据集
本文编号：3001824
本文链接：https://www.wllwen.com/kejilunwen/daoluqiaoliang/3001824.html
