The Research On The Service Quality Evaluation And Optimization Of Passenger Transportation Section Of Harbin

With the quickening pace of China's industrial structure adjustment,the service industry plays an increasingly important role in the national economy.The passenger transport industry made great efforts to provide high quality service that has become the main means for enterprises to obtain the competitive advantage.Therefore,it is of great significance to find out the important factors to evaluate the quality of railway passenger transport service,and to build a scientific and systematic service quality evaluation system which is suitable for China's railway passenger transport.Based on the analysis of the theory of service quality,used the SERVQUAL model,took the passengers as the valuators,this paper studies to evaluate the quality service of passenger section of Harbin.First of all,according to the latest development of service,this paper analyzes and distills the attributes and basic characteristics of service quality.Secondly,based on the five characteristics of service quality,used the SERVQUAL model,combined with the actual situation of China's railway passenger transport,designed the questionnaire,conducted a market survey,arranged and calculated the data by used the SERVQUAL model,this paper gets the numerical value between the expectation and perception,then used SPSS software for data analysis and processing,the reliability and validity test shows that the questionnaire has high reliability and validity,which means the evaluation are effective and objective.Finally,based on the results,this paper points out the problems and shortcomings of Harbin passenger transport section,provides the suggestions to improve the quality of passenger services.In view of this,the application of SERVQUAL model on the evaluation of service quality,help the railway passenger transport enterprise understanding its own disadvantages on quality of service,which has a guiding role for the railway passenger transport enterprises to the correct and sustainable development.Based on the service conception,with the guidance of TQM theory,this paper establishes the evaluation system of service quality which takes the passengers as the valuators,and takes the passenger section of Harbin as the research object,used the SERVQUAL questionnaire survey and analysis of the data of the Harbin passenger train,then gets relatively true and pertinent evaluation of passenger service quality,and provides the mind to truly improve the service quality of the passenger transport section of Harbin.