Theory And Application Of Service Quality Evaluation Of Expressway Service Area

As an important transportation infrastructure serving for the overall development of the national economy,social development and people's livelihood,the expressway plays an important role in the development of regional economic exchanges and greatly facilitates the safe and efficient travel for the public.The expressway service area is a comprehensive service facility which embodies the overall service function of expressway,and has the dual attribute of realizing social benefit and economic benefit.With the remarkable improvement of social productive capacity and the comprehensive development of economy,the service quality of expressway service area and its continuous improvement have become an important manifestation and urgent task to solve the contradiction between the growing life needs of the public and the inadequate development in the transportation field.It is of great significance to construct the service quality evaluation theory of the service area for the expressway users,improve the service quality and the evaluation system of the service area,and provide the theoretical basis for the improvement of the service quality of the expressway service area.Customer perceived service quality theory is based on the new perspective of service quality management and promotion theory,with a wide range of applications and research areas,this paper took the service quality of expressway service area as the research object,applied the theory of customer perceived service quality,and discussed the theory,evaluation index,method of service quality evaluation of service area for expressway users from the perspective of system construction,and how to optimize the problems in specific evaluation dimensions on the system using the analysis method and techniques of economics,management,statistics and information technology,database management and other disciplines.Firstly,this paper analyzed the mains functions,characteristics and attributes of the expressway area,defined the connotation and composition of the comprehensive service quality of the expressway service area,and expounded necessity,applicability and feasibility of customer perceived service quality theory.Secondly,using the methods of literature research,expert and field interview,in combination with the relevant regulations of the Ministry of Transport on the service quality of expressway service area,the first-level index,the second-level index and the measure variable of the comprehensive service quality evaluation of the service area was put forward from the five dimensions of tangibleness,reliability,assurance,responsiveness and empathy,and the reliability and validity of the evaluation index system were tested combined with the research data.Based on the finalized service quality evaluation index system and the weights,the comprehensive service quality evaluation index of five expressway service areas were calculated and sorted by principal component weighting and TOPSIS sequencing combination algorithm.Finally,the "importance-satisfaction analysis" model(IPA)was used to further analyze the evaluation of the expressway service area in the specific evaluation dimension of the existing deficiencies,and targeted suggestions were put forward: improving the service quality,innovation service content,assessment and incentive system,management and institutional innovation,brand-name chain management and sustainable development and other aspects of service quality optimization.The comprehensive service quality evaluation system of expressway service area based on customer perceived service quality in this paper is reliable and applicable.This paper studies theoretically rich and expand the expressway service area service quality evaluation of the relevant theoretical research and also provides the theoretical basis for improving the quality service quality of the service area.