Research On Service Quality Evaluation System Of Railway Freight Station

With the fast development of Socialist market economy since 21 century, all kinds of physical distribution enterprise develops quickly. As the market competition becomes more and more fierce, the railroad freight transportation enterprise must improve the quality of their service to meet the cargo owner's increasing needs of transportation quality. The freight terminal is the cornerstone of the railroad goods traffic system, whose quality of service will directly influence the degree of cargo owner's satisfaction and loyalty to the overall process . What transportation means Cargo owners will choose mainly depend on the quality of service, therefore, it is the key link to improve the quality of transportation service. How to make it to meet the cargo owners'different needs is the great task facing physical distribution enterprise. How to improve it and judge it objectively becomes one of the most important subjects.This article, with the title of "Railroad Freight terminal Grade of service Appraisal System Research", deals with the methods of evaluation in detail, based on the cargo owner degree of satisfaction. First elaborated the service related elementary theory, adopts the quantitative analysis way, establishes one pointed to be strong, the simplify operation railroad freight terminal grade of service appraisal system, simultaneously to the grade of service appraisal system in the index of correlation, the target weight, the degree of satisfaction determined that aspects and so on grade of service characteristic have carried on the discussion analysis. The next union railroad freight terminal's actual situation key to grade of service's appraisal, the promotion management has conducted the research, how to improve the railroad freight terminal grade of service the cargo owner degree of satisfaction level, enhanced the railroad freight terminal overall competitive power to carry on the exploration. The article profits from methods and so on flow chart analysis, obtains from the analysis railroad freight terminal's grade of service cargo owner demand, to unify the railroad goods traffic to serve own characteristic, has analyzed the railroad freight terminal grade of service influence essential factor objectively comprehensively, has established the railroad freight terminal grade of service SERVQUAL appraisal system, had designated 6 big essential factor 26 sub-factor evaluating indicator, and to expected has carried on the design with the sensation questionnaire. The article also introduced how the method which appraises using the customer to carry on the grade of service the cargo owner degree of satisfaction evaluation, how the result which appraises based on the cargo owner to formulate the corresponding grade of service promotion strategy, and take the Zhumadian vehicular matter section goods service quality rating and the promotion as the example, has conducted the case study, this regarding improves the Zhumadian vehicular matter section goods service work present situation effectively, enhances the Zhumadian vehicular matter section the goods service quality level, has strong reality and the guiding significance..