Research On Evaluation Of Railway Freight Transport Service Quality Based On SERVQUAL

With the rapid development of Chinese social economy,the mode of transport has made greater progress,which includes highways,waterways,aviation and pipelines.Under the increasing competition in the freight market,and the railway freight transport business has faced with the great challenge.As traditional state-owned transport enterprises,Railway freight has been restricted by the backwardness of the system,the scale of the system,the lack of the capacity,the monotonicity of the service,the lower quality of service for a long time.In order to meet the market demand and enhance the market competitiveness of railway freight enterprises,how to improve the quality of railway freight services,expand the market share of railway freight is a problem that China's railway freight enterprises need to solve.First of all,based on the previous researches and the servqual scale,this paper analyzes the situation and characteristics of Chinese railway freight transport,and puts forward the evaluation index system of railway freight service quality under consideration of customer perception.The index system includes 29 second-level indicators,which is according to the first-level indicators of the seven dimensions of service quality and the problems during the process of the actual operating.Combined with the characteristics of the development of freight economy,seven level indicators system is established by increasing the information and economic dimensions.29 secondary indicators are in line with the characteristics of railway freight,which can show us how about the quality of service in the field of rail freight specific embodiment.Aiming at exploring the internal factors influencing the quality of railway freight service,the paper evaluates the satisfaction of railway freight service from the perspective of employees,and constructs five-evaluation indexes system of railway freight employee satisfaction with three dimensions and 33 indicators.Secondly,in order to verify the scientificity and rationality of this study,this paper makes an empirical analysis and validates the evaluation system of railway freight service quality and the evaluation system of employee satisfaction.Research shows that Responsibility is the factor that the cargo shippers mostly care for,while the freight workers mostly concerned about the working treatment.Finally,according to the results of the empirical analysis,this paper puts forward the specific measures from the perspective of customers and employees for the railway freight enterprise to improve the service quality.