铁路客运站服务质量评价研究
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摘要
铁路是国民经济发展的大动脉,铁路旅客运输是铁路运输的重要组成部分,其目的是最大限度地满足旅客旅行需要,让旅客享受到铁路车站及列车上全方位服务,对于铁路客运企业而言,要想在目前竞争日益激烈的旅客运输市场中立于不败之地,提供高质量的服务已经成为企业取得竞争优势的主要手段。作者从国内外服务质量评价理论研究的分析入手,以铁路客运服务对象—旅客为研究对象,通过定量分析,找出旅客评价铁路客运站服务质量的重要因子,构建基于旅客满意的、较全面的和易操作的铁路客运站服务质量评价系统。总结了当前服务质量的主要评价方法,在综合对比不同评价方法(模型)的基础上,借鉴SERVQUAL模型,结合我国铁路客运站的实际情况,设计了调查问卷,进行了市场调查,并根据有关数据和信息,对怀化车站客运服务质量进行了综合评价和实证分析。指出在车站运输能力没有明显提升的条件下,只有切实提高旅客运输服务质量,车站才能继续巩固和扩大铁路旅客运输的市场份额。
Railway is the main artery of national economic development, rail passenger transport is an important component of rail transport, which aims to satisfy the travel needs of passengers, visitors enjoy the railway stations and trains on full-service, the railway passenger transport enterprises, succeed in the current increasingly competitive passenger transport market in an invincible position, has been providing high quality services become the primary means to achieve competitive advantage. Author from the domestic and international service quality evaluation analyzing the theoretical research, a rail passenger service object-passengers were studied by quantitative analysis to identify passenger rail terminal service quality evaluation of the important factors to build based on passenger satisfaction, a more comprehensive easy operation of the railway terminal service quality evaluation system. Summarizes the current quality of service of the main evaluation methods, a comprehensive comparison of different methods of evaluation (model), based on the SERVQUAL model-based, combined with the actual situation of China's railway station, designed the questionnaire, conducted a market survey, and according to relevant data and information, Huaihua railway station passenger service on a comprehensive evaluation of the quality and empirical analysis. Pointed out that the station did not significantly enhance the transport capacity under the conditions, only effectively improve the service quality of passenger transport, the station can continue to consolidate and expand the market share of rail passenger transport.
Railway is the main artery of national economic development, rail passenger transport is an important component of rail transport, which aims to satisfy the travel needs of passengers, visitors enjoy the railway stations and trains on full-service, the railway passenger transport enterprises, succeed in the current increasingly competitive passenger transport market in an invincible position, has been providing high quality services become the primary means to achieve competitive advantage. Author from the domestic and international service quality evaluation analyzing the theoretical research, a rail passenger service object-passengers were studied by quantitative analysis to identify passenger rail terminal service quality evaluation of the important factors to build based on passenger satisfaction, a more comprehensive easy operation of the railway terminal service quality evaluation system. Summarizes the current quality of service of the main evaluation methods, a comprehensive comparison of different methods of evaluation (model), based on the SERVQUAL model-based, combined with the actual situation of China's railway station, designed the questionnaire, conducted a market survey, and according to relevant data and information, Huaihua railway station passenger service on a comprehensive evaluation of the quality and empirical analysis. Pointed out that the station did not significantly enhance the transport capacity under the conditions, only effectively improve the service quality of passenger transport, the station can continue to consolidate and expand the market share of rail passenger transport.
引文
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[3]高洪玲.试论现代企业竞争中的服务质量管理策略.学术交流,2006,(6)：81-84
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[6]田张韬,陈学东,李学伟等.铁路客运客户价值分析模型的构建,2004,(9)：55-58
[7]丁应昌.提高铁路客运质量的分析建议.铁道运输与经济,2005,(6)：52-53
[8]李明生.关于铁路客运服务产品质量的量化探讨.管理工程学报,2005,(1)：120-123
[9]马强,刘莹爽.铁路客运服务质量模糊综合评价方法.技术经济,2001,(7)：62-64
[10]高红建,谢如鹤,李韩娟.决策分析模型评价客运服务质量的研究.黑龙江工程学院学报,2003,(2)：48-51
[11]王燕,王慈光.客运站营销工作质量的层次综合评价方法.铁道运输与经济,2005,(4)：71-72
[12]张秀敏,姚建明.基于旅客心理需求的铁路客运服务综合评价模型研究.铁道运输与经济,2005,(9)：79-81
[13]肖华斌.建立灰色关联评价模型科学评价铁路客运服务质量.铁道运输与经济,2004,(3)：77-79
[14]张玉召,李海军.客运车站客运服务质量综合评价.铁道运营技术,2006,(3)：16-17
[15]陈滋顶.铁路客运服务满意度调查方法研究.铁道运输与经济,2006,(8)：52-54
[16]金涛,杜文.铁路客运服务质量评价体系研究.铁路运输与经济,2005,(5)：76-78
[17]王海湘.基于SERVQUAL的铁路客运服务质量评价.铁路运输与经济,2006,(8)：49-54
[18]刘启钢.铁路客运服务质量评价体系研究[硕士学位论文].北京交通大学,2006
[19]姚建明,刘丽文.铁路客运服务质量改善程度的综合评价方法.科技管理研究,2007,(6)：53-84
[20]田志强,韩君,潘全山.铁路客运站旅客服务质量评价体系与方法研究.铁道运输与经济,2008,(9)：26-29
[21]张建平.铁路客运服务质量管理理论研究[硕士学位论文].北京交通大学,2008
[22]王莉莉.铁路客运服务文化建设评价体系的研究[硕士学位论文].北京交通大学,2008
[23]严琦.铁路客运站服务质量评价与提升的研究[硕士学位论文].西南交通大学,2006
[24]高贺,刘军.基于SERVQUAL的铁路客运服务质量评价.大连交通大学学报,2008,(3)：70-73
[25]《铁路旅客运输服务质量标准》车站部分(TB/T296.1),2002,
[26]JanieMilan. The Trans European Railway Network. Transport Poliey,1996, (3): 99~104
[27]Jozee Lapierre, Pierre Filiatrault, Jean Perrien. Research on service quality evaluation:evolution and methodologieal issues.Journal of Retailing and Consumer Serviees,1996, (2):91~98
[28]Jean Harvey. Servie quality:a tutorial. Journal of operations
Management,1998,583~597
[29]Bo Edvardsson. Quality in new service development:Key concepts and a frame of reference. Int.J.Production Economics,1997,31~46
[30]Markus Groth, Barbara A.Gutek Bambi Douma. Effects of service mechanisms and modes on customers'attributions about service delivery. Journal of Quality Management, 2001:331~348
[31]Florence Yean Yng Ling, Canny Lee Kian Chong. Design-and-build contractors, service quality in public Projects in SingaPore. Building and Environment,2005,815~823
[2]邓富民.基于服务质量差距模型的服务质量特性构成分析.四川大学学报(哲学社会科学版),2004,(5)：27-30
[3]高洪玲.试论现代企业竞争中的服务质量管理策略.学术交流,2006,(6)：81-84
[4]薛德利,伊洪冰,邓宇锋.铁路客运服务质量评价与控制.长沙铁道学院学报,2003,(4)：94-98
[5]劳政昌.铁路客运服务模式探讨.铁道运输与经济,2004,(12)：45-46
[6]田张韬,陈学东,李学伟等.铁路客运客户价值分析模型的构建,2004,(9)：55-58
[7]丁应昌.提高铁路客运质量的分析建议.铁道运输与经济,2005,(6)：52-53
[8]李明生.关于铁路客运服务产品质量的量化探讨.管理工程学报,2005,(1)：120-123
[9]马强,刘莹爽.铁路客运服务质量模糊综合评价方法.技术经济,2001,(7)：62-64
[10]高红建,谢如鹤,李韩娟.决策分析模型评价客运服务质量的研究.黑龙江工程学院学报,2003,(2)：48-51
[11]王燕,王慈光.客运站营销工作质量的层次综合评价方法.铁道运输与经济,2005,(4)：71-72
[12]张秀敏,姚建明.基于旅客心理需求的铁路客运服务综合评价模型研究.铁道运输与经济,2005,(9)：79-81
[13]肖华斌.建立灰色关联评价模型科学评价铁路客运服务质量.铁道运输与经济,2004,(3)：77-79
[14]张玉召,李海军.客运车站客运服务质量综合评价.铁道运营技术,2006,(3)：16-17
[15]陈滋顶.铁路客运服务满意度调查方法研究.铁道运输与经济,2006,(8)：52-54
[16]金涛,杜文.铁路客运服务质量评价体系研究.铁路运输与经济,2005,(5)：76-78
[17]王海湘.基于SERVQUAL的铁路客运服务质量评价.铁路运输与经济,2006,(8)：49-54
[18]刘启钢.铁路客运服务质量评价体系研究[硕士学位论文].北京交通大学,2006
[19]姚建明,刘丽文.铁路客运服务质量改善程度的综合评价方法.科技管理研究,2007,(6)：53-84
[20]田志强,韩君,潘全山.铁路客运站旅客服务质量评价体系与方法研究.铁道运输与经济,2008,(9)：26-29
[21]张建平.铁路客运服务质量管理理论研究[硕士学位论文].北京交通大学,2008
[22]王莉莉.铁路客运服务文化建设评价体系的研究[硕士学位论文].北京交通大学,2008
[23]严琦.铁路客运站服务质量评价与提升的研究[硕士学位论文].西南交通大学,2006
[24]高贺,刘军.基于SERVQUAL的铁路客运服务质量评价.大连交通大学学报,2008,(3)：70-73
[25]《铁路旅客运输服务质量标准》车站部分(TB/T296.1),2002,
[26]JanieMilan. The Trans European Railway Network. Transport Poliey,1996, (3): 99~104
[27]Jozee Lapierre, Pierre Filiatrault, Jean Perrien. Research on service quality evaluation:evolution and methodologieal issues.Journal of Retailing and Consumer Serviees,1996, (2):91~98
[28]Jean Harvey. Servie quality:a tutorial. Journal of operations
Management,1998,583~597
[29]Bo Edvardsson. Quality in new service development:Key concepts and a frame of reference. Int.J.Production Economics,1997,31~46
[30]Markus Groth, Barbara A.Gutek Bambi Douma. Effects of service mechanisms and modes on customers'attributions about service delivery. Journal of Quality Management, 2001:331~348
[31]Florence Yean Yng Ling, Canny Lee Kian Chong. Design-and-build contractors, service quality in public Projects in SingaPore. Building and Environment,2005,815~823