Study On The Management Theory Of Railway Passenger Service Quality

With the coming of a service-oriented society, our railway will face both opportunities and challenges. If railway wants to make a stable development in such an increasingly competitive market, it must pay special attention to their service quality and improve the service management. At present, there still have not a systematic method in the study of service quality management, the existing research only focus on a certain link of the service process and lack of complete theory guidance. This thesis take passenger-oriented and TQM as guiding ideology, take the forming process of service as a masterstroke. By systematic studying, this paper hopes providing theoretical guidance for the practice. The main content of the thesis are as follows:(1) Summed up the railway passenger service, the concepts and features of railway passenger service quality and also the forming process of railway passenger service quality. Basing this, it introduces a comprehensive, entire process, full and multi-method's guiding ideology during the service quality management. Take TQM for short. Under the guidance of TQM, it also raises the contents and quality of the railway passenger service management and lays a foundation for the comprehensive study of the railway passenger service management.(2) Taking the process of service as a main line, the TQM as guiding ideology, this paper discusses some railway passenger service theory in the field of market developing and researching, services designing and standard-setting, service providing, service evaluating and performance improving and so on. It provides some theoretical basis and methods for the practice of quality management during the rail passenger service.(3) Starting from the importance of evaluation, this paper makes a in-depth analysis to the necessity of taking passenger as the principal part of railway passenger service quality evaluation. Immediately, this paper make an analysis to the current -condition of evaluation in railway passenger service management, it aims at the existing problems of satisfaction and evaluation method SERVQUAL, using the improving model of the SERVQUAL and giving an evaluation to the service quality of rail passerger transport, also giving an example to verify.