Research On Service Quality Evaluation Of Zhumadian Station

With reformed and opening up, China has made great progress in passenger transport, passenger transport market has undergone profound changes and increasing prosperity. In a market economy, with the arrival of social service, the railway want to solid the fierce consolidate market position in passenger service,need to enhance the quality of railway passenger transport enterprise development and growth of the core. Therefore, to establish a scientific and reasonable service quality evaluation system for railway passenger station is very important, and thus be able to implement targeted service measures to maximize the so pleasurable.This article first describes the purpose and significance of this paper,reviewed the research situation of domestic and foreign to the service quality,and then summarize the main content and technical route of this thesis;In theory, that described the quality of service and its related theory respectively,the railway passenger transportation,railway passenger service situation and the quality of the content and features;and then outlines the principles of the construction of index system and process,on the basis of the station,passengers for the center,choose evaluation indexes and evaluation methods;Then expounds the evaluation step of service quality.and construct the Zhumadian station passenger service quality evaluation model;The last passenger service quality evaluation in Zhumadian station as an example, in designing questionnaire investigation method,and organize the implementation of the questionnaire investigation,validate the rationality of the evaluation system; According to the evaluation results on the targets of the station service quality analysis of four points figure method, and further studied the improvement strategy.