A Study On Promoting Service Quality Of Qiongzhou Strait Ro-ro Passenger Transportation

Since 1976,the Ro-ro passenger transportation become one of the most important mode of transportation for passenger&goods exchange in Qiongzhou Strait,which is one of the three biggest Strait of China,and its fast-growing follow with the developing of economy.The Ro-ro passenger transportation of Strait is a convenient way of people traveling and a big path of goods transporting between Hainan island and Mainland,and it’s an immediately interrelated to the Economic and Social Development of Hainan island,and also to appearance of Hainan International Travel Island.In recent years,through the communication efforts of relevant parties in Qiongzhou Strait,the ports in Qiongzhou Strait on both sides of the Straits have adopted "ships take turns at service,Send ships on time" for the all Ro-ro passenger ships,it make the fundamental Orders of Qiongzhou Strait Ro-ro passenger transportation Canonical,and the big problem of passengers retention long time in sea had been solved.However,although live that,now the transport order is chaotic and Ship punctuality rate is low,the workers from shipping enterprise have low service awareness,and the Service quality Supervision is not in the right place,the satisfaction of passenger is low and other problems.The situation does not satisfy for civilized traveling service environment with has been advocated now and also it does not conform for the hope of people on both sides of the Qiongzhou Strait.In order to improving the market environment and the service quality for the Ro-ro passenger transportation of Qiongzhou Strait,this study make a induction and summary for the Characteristics of management and service for the Ro-ro passenger transportation of Qiongzhou Strait,With the help of a service quality evaluation model and method,study and use for reference the service for Ro-ro passenger transportation and other transport area form abroad or other area in China,afterward Comprehensive analysis the influence factor of service quality for the Ro-ro passenger transportation of Qiongzhou Strait,and at last give four aspects of the countermeasures and suggestions for improving service quality,as follows:Perfecting service system to create a fair market environment;Improving service awareness of shipping enterprise to perfect service standard system;Improving the quality of employees to better service attitude;Constructing of service quality supervision and management mechanism to enhance the service effect.The thesis consists of six chapters:The first chapter is the introduction,mainly introduces the research background,research contents,Research status at China and abroad,research meaning,research methods and so on.The second chapter introduces concept analysis,theoretical foundation,service quality evaluation models and methods.The third chapter is market management and service status of Ro-ro passenger transportation for Qiongzhou Strait,mainly introduces the navigation environment,transportation management,service status,and the shortcoming of service for Ro-ro passenger transportation.The fourth chapter is Comprehensive analyzing the influence factor of service quality for the Ro-ro passenger transportation of Qiongzhou Strait,at the same time with the help of the service quality evaluation model and method to carry out the analysis of the micro level.The fifth chapter is study and use for reference the service for Ro-ro passenger transportation and other transport area form abroad or other area in China,Research the practice and enlightenment of related field.The sixth chapter is four aspects of the countermeasures and suggestions for improving service quality for the Ro-ro passenger transportation of Qiongzhou Strait.Perfecting service system to create a fair market environment;improving service awareness of shipping enterprise to perfect service standard system;improving the quality of employees to better service attitude;Constructing of service quality supervision and management mechanism to enhance the service effect.At last,summarize and refine the research conclusions of this study,including the main conclusions of the study,vision of the future and the lack of research.