Study On Comprehensive Evaluation Of Service Quality Of Railway Express Freight Trains

Along with our country economic development into the new normal and social transportation demand structure changed,railway bulk cargo demand dropped sharply,while scattered white goods and other high value-added goods demand present the fast growth.In order to adapt to the new normal economic development and transportation market change,China railway corporation actively implemented the reform of railway freight transportation organization,and increased the railway express freight trains according to the requirement of market.Railway freight is transforming to modern logisticst,fully participating in transportation market competition,and the railway transport enterprise must improve the quality of freight services,and enhance the market competitiveness.The thesis based on the Key issues of National Railway Administration of China,the investigation about service quality of railway freight transportation present situation and study of regulatory policy,which as a basis for study on comprehensive evaluation of service quality of railway express freight trains.Thesis first reviews the related research results at home and abroad,and summarizes the overview of express trains and related theory.Through analyzing freight service changes since railway transformed to modern logistics development and the characteristics of service quality of express trains,which includes safety,convenience,economy,timeliness and service,evaluation index system and survey scheme of express trains service quality are designed.By comparing commonly weighting methods and the service quality evaluation model,the thesis selects the customer empowerment method to determine index weight,and uses fuzzy comprehensive evaluation model to evaluate the service quality of express trains.In addition,the thesis adopts customer symposium to further understand the customer evaluation about express trains.Basing on data mining to analyze the questionnaire,and through HotSpot association rules analysis the connection degree between customer overall feelings about the service quality and evaluation index to find out the key factors of influencing the customer satisfaction.Finally.in order to further improve the service quality and enhance its market competitiveness,the thesis finds out the weak links and puts forward measures to solving the problems through the evaluated results.