Research On The Service Quality Improvement Measures Of The Expressway Service Areas In Liaoning Province

At present,China's economy has entered a new normal growth of high speed growth from the high-speed growth,but the highway construction is still on rapid development.The car ownership also continued to increase.For the expressway service areas,in the current advantage,it is an irresistable trend to change traditional economies of scale,to accelerate the development of modern service industry based on the Internet,to cultivate the excellence spirit of craftsmen,to upgrade the variety,quality and brand,to create expressway service areas with modern,high quality.Therefore,changing the old operation principle to focusing on the improvement of service quality and analyzing service quality problems by the method of comprehensive evaluation on the service quality of service areas,in order to establish modern service quality management system,has become the inevitable choice of Liaoning Province expressway service areas.On the purpose,this paper has evaluated and studied the service quality of expressway service areas in Liaoning Province,and completed the following aspects of work:(1)The paper has stated the background of this study,including the development of Expressway and service areas in China,and the status of service quality in service areas.On the basis,the paper has put forward the research questions,and defined the research objectives,significance and strategy of this paper.(2)The theory of service management and quality management have been introduced and analyzed.In the aspect of service management,the concept of service management,characteristics of service quality,analysis model of service quality disparity and the evaluation method of service quality are included;in the aspect of quality management,the definition,principles and basic content,and total quality management and PDCA circulation management are included.(3)On the basis of introducing the general situation,management system,business model,service quality characteristics,quality management methods and service quality situation of Liaoning Province expressway service areas at the present,using the evaluation method of "one thousand scores" from the perspective of management and the method of SERVQUAL from the customer point of view,the paper has conducted a comprehensive inspection on the service quality of expressway service areas,as a result of determining the service quality issues in the service areas by analyzing the inspection results.(4)After clarifying the main problems,the paper suggests of establishing customer centered service quality management system,defining the principles of service quality management,improving the service quality management process,and puts forward the measures for the implementation of the customer centered service quality management systemAt last,the main research results and conclusions of the paper are summarized,and the limitations of the study and future research prospects are also explained.