The Research On The Evaluating System Of The Railway Cargo Transportation Service Quality

Since Ministry of Railways was divided into the National Railway Administration of People’s Republic of China and China Railway Corporation in 2013,China has achieved the separation of enterprises from the administration.The National Railway Administration was empowered the supervision of railway freight service quality.Establishing an evaluation system of railway freight service quality from supervision perspective not only can conduct an effective supervision,but also has a close relationship with the national strategy,the development industry and the national economy and livelihood of the masses.By way of literature analysis and investigation,this dissertation(1)combines the theory of railway freight organization,service chain and systems analysis and so on to study the evaluation system of railway freight service quality theoretically;(2)summarizes and screens the indexes of the system conforming to the national conditions;(3)establishes a methodology from preparation of the evaluation to quality risk control;(4)conducts an empirical study by taking participants of railway freight service for the main reach object.After the above analysis,the dissertation proposes policy recommendations in order to provide decision support for the establishment of the evaluation system of railway freight service quality.The innovations of the dissertation include that:1.This dissertation applies the theory of railway freight organization,service chain and systems analysis,after paper review,this dissertation puts forward(properties of publicity,policy,commonweal and economy in the format of railway freight service in China.The dissertation proposes the connotations as well as the intensions and extensions of railway freight service quality,evaluation,and its system from the perspective of railway freight market regulator initially and then presents characteristic and integrant part of the system.2.This dissertation combines research methods of induction,network graph and investigation in the course of indexes screening and system establishing,which lays foundation for the railway freight service quality evaluation.3.This dissertation establishes a methodology from preparation of the evaluation to quality risk control,which consists of three parts:a structural equation model for macro evaluation,a risk transmission for service quality risk trend analysis,and sand bucker model with Shortest Path Algorithm for service quality key risk point analysis.4.This dissertation taking participants of railway freight service as analysis object,conducts a survey on railway freight service quality,in the area of 18 provinces and lasting more than one year,in order to test the efficiency of the models and methods.Also,the dissertation proposes some practical suggestions on the implement of railway freight service quality supervision.Both theory and practice has proved that system in this dissertation is scientific and systemic,evaluation indexes are practical,evaluation methods are effective and the study result is practical guiding significance.