Expressway Charging Service Optimizing Of MZ Company

With the continuous development of national highway construction and operation,and the formation of road network,especially in 2015 when the national ETC(electronic toll collection)network charges,the domestic highway has become a “a network” as prototype.As the competent department of the highway industry,the Ministry of Transport on the highway service quality evaluation issued special guidance documents,and the majority of drivers on the highway service quality evaluation results as a key quantitative indicators.From the perspective of external customers,the administrative management of expressway operating companies was clear,and the awareness of customer service was lack of strength.On the point of view,the internal operation and management do not understand the perception and the needs of customer,and the front-line charging service cannot grasp the service focus,the backstage cannot find the key of operation,and there is management misconduct and waste of resources.In this paper,MZ Company's first-line toll service is taken as the object of study.The paper uses the scientific method of document analysis,focus group discussion,Delphi method,quantitative questionnaire research method,etc.,combined with customer service perception and the demand research,service optimization and other related theories,exploring to improve road service.From the perspective of external customers,observing MZ company's first-line service contents.With the guidance of service contact,customer perception,service quality gap,have a depth study of the status of MZ services,external driver service perception and service gap,to explore the MZ company's improving direction of charging services and measures.Through the analysis,we get the current situation of internal and external problems faced by MZ company 's charge service.Based on the study of external drivers,we know the status quo of driver service perception from five dimensions of service quality.Based on the service quality gap model,the depth analysis leads to the reason of the perceived gap between the external customers.Finally,with the actual situation of MZ company,to develop measures to improve the landing.As of the submission,some of the measures have been implemented and achieved the expected results.The theoretical contributions of this study are the following two points:First,in view of the past research and more focus on the satisfaction analysis,this paper is exploring in-depth of the true sense of service and service demand,contribute to enrich the content of Dimension of Service Quality model.Second,the results of this study will help to enrich the quality of service gap theory.Based on the analysis of service quality gap between customer perception and demand,it has been maturely used in other service industries.The application of this highway industry will help enrich the theory of service quality gap.