Research On Customer Satisfaction Evaluation And Promotion Strategy Of Expressway Service

In 1988,China’s first full-length 18.5 km Shanghai Shanghai Expressway opened to traffic,more than 20 years of rapid development of the highway,through the major cities of the country’s economic center,to promote the development of local economy.The highway is more and more important in the national economic life.The rapid development of highway construction,the road network structure is increasing,the current national road network structure after the formation of the major provinces and cities have been the focus of the work of expressway from construction to operation management,but not customer service measures and matching time to keep up with the public service demand is more and more intense and specific,cause the social public to the highway Voices of discontent.There are a lot of opinions.Although the speed and density of chongqing city has reached the forefront of the Midwest,but also faced with the lower level of service management,can not meet the needs of public services and other increasingly urgent issues.From the national highway congestion toll policy on major holidays free minibus introduced;monopoly from the highway toll,to cancel two highway toll and clean up the highway toll policy,the state and the social public to the highway toll and management attention increased year by year,the pressure is more and more highway operation management,road traffic to improve the ability of becoming more and more serious.How to realize the social value of public service provided by expressway has become the key and difficult point of Expressway management.At present,the country is to improve the infrastructure,the central and western regions to enhance interoperability ability as the focus,and vigorously promote the construction of "The Belt and Road" and the Yangtze River economic belt,speed up to build the city group.Especially in the new(chongqing)strategic interoperability demonstration project in chongqing city as the project operation center,financial services,aviation,transportation logistics and information communication technology as the key areas of cooperation,will further enhance the city chongqing as the National Center of the city,in cohesion and linkage "The Belt and Road",the Yangtze River economic belt and the city of chongqing the surrounding city group plays an important pivotal role,into a new round of power for the open economy system to further improve the channel,customs clearance,big platform,big industry and big environment.In the face of such historical opportunities,chongqing actively docking,active integration,and in accordance with the development of the five major functional areas of strategic deployment,efforts to improve the focus of the city’s urban traffic network.The implementation of these major strategies,put forward new requirements for the construction of chongqing expressway,but also opened up a vast space for the development of highway.According to the "chongqing city expressway network planning(2013-2030)",to 2030 the development of the new city adjacent counties will achieve highway 30 minutes each,the Northeast ecological conservation development zone and the adjacent chongqing city ecological protection area in southeast district basically 1 hours.Chongqing Expressway Group Limited is the municipal government set up investment and financing platform,large state-owned enterprises,the registered capital of 2 billion yuan,as of the end of December 2015 the group’s total assets amounted to 159 billion 200 million yuan.Commissioned by the chongqing Municipal People’s government,under the leadership of the SASAC and the chongqing Municipal Committee,is responsible for most of the city’s financing,construction and operation of the highway management.The future of chongqing will form a three ring twelve shooting seven lines of highway network skeleton,road network management will become increasingly difficult.At present the chongqing Expressway and many provinces and cities,the traditional customer service method,passive offer services to the public,but with the continuous improvement of people’s living standards,the purchase of capacity,increasing and increasing of logistics demand and the amount of car ownership,traffic pressure is becoming more and more serious.Due to the diversification of modern information transmission,people travel service demands the diversity of customer satisfaction services for Expressway from the start of modern information management based on customer first philosophy,change from passive to active,comprehensive initiative to provide all kinds of services and the demand for public highway.The use of the current road network structure of two is not obvious,as well as the current chongqing city as the national highway management technology more advanced provinces and cities,but also to lay a good foundation,standardized management,enhance corporate social image.In this paper,PEST,Potter five forces model from the macro,industry and other aspects of the detailed analysis of the external environment of the chongqing highway,to find out the key factors affecting the external,the opportunities and threats.Through analyzing the present situation of highway customer service system analysis,chongqing analysis and highway internal resources and capacity,find out the key influencing factors of internal environment,the existence of chongqing high speed group’s strengths and weaknesses.The customer satisfaction survey results,analyzed some main problems existing in chongqing City Expressway Through the SWOT matrix to analyze the matching of opportunities and threats,strengths and weaknesses,to find chongqing highway customer service,the main existing problems and main factors affecting customer satisfaction,customer satisfaction evaluation index analysis shows that chongqing expressway service strategy,promotion plan to find chongqing expressway service customer satisfaction.Strategic management of the chongqingSPM quantitative strategic planning matrix analysis of the priority of various types of strategic plans,the development of chongqing city highway customer service satisfaction optimization objectives.With the high-speed law enforcement and other relevant units to establish effective coordination mechanism,to build a comprehensive service platform based on the Internet of things,the formation of the promotion strategy implementation plan to achieve social and economic benefits of the best customer satisfaction from the toll stations,service area,maintenance,operation,information and other aspects of comprehensive optimization of the recommendations put forward by personnel training,incentive mechanism supporting the optimization measures,in order to improve the service efficiency,fundamentally improve the service level of management,to ensure the realization of the goal.Finally,the paper puts forward the specific safeguard measures and the brief evaluation and evaluation based on risk management and control.