Study On The Evaluation System Of Railway Freight Service Quality Under Real Goods

Railway transportation is the main artery of national economy, it plays an important role in the development of national economy, but in recent years, because of the rapid development of market economy and the adjustment of the industrial structure ,railway transportation industry is facing great impact,its transport market share is shrinking year by year,because of the long-term planned economy, there are many problems in the the sense of service and management system,the low level of service quality is difficult to adapt to the needs of customers.In this situation,the railway company carried out freight reforms,it implement the real goods system as the central management system,implement sending goods online for public transport resources,simplify formalities,rich freight products and other initiatives,intended to change the image and improve the competitiveness of railway transportation.Combine the service quality evaluation theory,analyze the connotation, reform content,service processes of real goods railway freight service,and compared with the traditional freight service,through the decomposition of the real goods system of railway freight service process, determine the key link of management,use the method of satisfaction index evaluation to establish a scientific and comprehensive freight service quality evaluation index system.Use the theory of structural equation to establish railway freight service concept evaluation model, compare the difference between the LISREL algorithm and the PLS algorithm,use pls partial least squares method to solve the model,design the satisfaction questionnaire to collect data,use the reliability and validity of the sample data to test the rationality of the evaluation system,use H2, R2 and nonparametric tests to test the goodness of fit and predictive ability of the model,use smart-pls software to draw the path map,calculate the correlation coefficient between variables, calculate the final satisfaction index and compare the the differences of customer satisfaction index.use the importance satisfaction matrix to analyze the results,clear and definite the direction for improving the quality of services ,provide recommendations for improving the quality of services.