Theoretical Study Of Railway Passenger Service Quality Management Based On Passenger Satisfaction

Under the condition of market economy, market competition is that of the quality of product and service; improving product quality and satisfying the customers are not only the primary goal of enterprises, but also the basis of enterprise survival and momentum of development. The importance for Railway Passenger Transport Company (RPTC) footing in the increasing fierce market competition is to enhance the passenger service quality management and improving service quality. However, many problems still exist in the field of china's railway passenger services; several aspects such as the awareness of service quality and service quality management are still at a low level. For this reason, it is a relatively valuable research topic for improving passenger satisfaction and strengthening competitive power of RPTC to establish the system of service quality management, analyzing and improving the service quality management correctly.Customer is the foundation for every enterprise, therefore, in the intense competition in the transportation market enterprise are increasingly depending on passengers. So, based on the theories of service quality, quality management and satisfaction, taking the passenger satisfaction as the foundation this paper establishes a comprehensive Management System of Railway Passenger Service Quality (MSRPSQ), which carries out the purposes of customer-centric from the customer needs to satisfaction in ISO9000 tribe. Besides, it undertakes the study for the theory of rail passenger service quality management adopting the system approach of management, whose aim is to provide theoretical support and guidance for practical operation. This main content of this paper consists four parts, as follows.Firstly, theoretically, this paper analyzes the intension of service quality and customer satisfaction, and discusses the relationship between them, which laid the theoretical foundation for establishing MSRPSQ based on passenger satisfaction..Secondly, by the analysis of the current situation of railway passenger service quality management, this paper establishes the objective and principle of MSRPSQ; then, it establishes the procedure schema ofthe MSRPSQ based on the theory of passengers satisfaction; next, it analyzes the implementation procedure of railway passenger servive quality, ascertain the passenger demand, and studies the scheme, procedure design, standard formulation, quality control and remendiation for passenger service.Thirdly, this paper emphatically point out the evaluation process of degree of passenger satisfaction for service quality in MSRPSQ; besides, it builds up the index system of the satisfaction evaluation of railway passenger aiming at station and train, respectively; and then designs the investigation questionnaire, and analyzes the investigation result with the developed SERVQUAL method.Fourthly, tthis part makes a special discussion on quality developed procedure of MSRPSQ, and identifies the crucial factors affecting railway passenger service of station and train respectively with the method of importance degree of satisfaction; additionally, it analyzes the cause and put forward the relevant developed measurement.