Research On Comprehensive Evaluation System Of Railway Freight Service Quality

With the reform of China railway freight transport organization, the freight process has been simplified, the railway operation has become more flexible, the freight product system that adapt to different customer needs has been initially formed. In the period of freight transport organization reform, the comprehensive, objective evaluation to freight service quality, and mastering the key factors, are very important to improve service quality, improve market competitiveness, and realize railway and customer win-win.The paper analyzes the present situation the domestic and foreign freight service quality management standard and service quality evaluation, describes the railway freight transportation service quality problems.A comprehensive evaluation model of railway freight transportation service quality based on customers and internal evaluation was established. The concept of customer perception is applied into the assessment of railway freight service. The structural equation model for railway freight service quality evaluation is established. The railway freight service quality customer satisfaction evaluation system is constructed in this paper. The questionnaire which designed in this paper can complete the customer satisfaction evaluation to railway freight stations and products. The evaluation can be divided into the Railway Corporation level, Railway Bureau level, the customer level. At last, the advice and suggestions of railway freight service quality improvement are put forward.