Research On The Service Quality Evaluation Of BJ Passenger Train

Providing high quality passenger services to passengers is the basis for improving passenger satisfaction,and passenger service satisfaction is also an important basis for measuring the market competitiveness of passenger transport enterprises at the same time.After decades of development,BJ Railway Group has accumulated rich experience in passenger service quality management,and has achieved certain results.However,the service of BJ railway passenger train can not meet the passengers' travel needs fully in the process of development.It is necessary to evaluate the service quality of the current passenger train and find the existing problems in the service process,and put forward some pertinent measures to improve the service.Therefore,how to evaluate the service quality of BJ passenger trains scientifically has become an important topic to the passenger service departments.Through the analysis of railway passenger service quality evaluation at home and abroad,this paper takes the service quality of BJ passenger train as the research object,analyzed the status of BJ passenger train service mainly,constructed the evaluation index system of service quality,designed the passenger service quality questionnaire,and finally evaluated the service quality of the BJ passenger train.The specific research contents are as follows:(1)The basic situation of BJ passenger service was analyzed.Firstly,the basic process of BJ passenger train service was analyzed,which provides help for determining the evaluation index of train service quality.Secondly,this paper analyzed the problems existing in the current BJ passenger train service in the aspects of team management and passenger service facilities,and clarified the necessity of improving the service of BJ passenger train.(2)BJ passenger train service quality evaluation index system was constructed.The principles and steps of constructing BJ passenger train service quality index system were expounded.With the help of Maslow demand theory,the passenger demand of BJ passenger transport is analyzed.After determining passenger demand,this paper constructed an evaluation index system of BJ passenger train service quality based on SERVQUAL evaluation scale.(3)BJ passenger train service quality questionnaire was designed.First,the objectives and objects of the questionnaire were determined.Secondly,the questionnaire is designed.The main part includes 5 dimensions,namely,tangible,reliability,responsiveness,security and assurance,which including 28 indicators.Then,this article identified the way of investigation that the survey will take.Finally,the reliability and validity of the questionnaire were tested.(4)Service quality of BJ passenger train were evaluated.By using AHP and factor analysis,the weights of dimension and index level in index system were determined.Secondly,a BJ passenger train service quality evaluation model based on SERVQUAL evaluation scale was constructed.Finally,the quality evaluation results were analyzed,and the weak links in the current BJ passenger train service were found out,and corresponding solutions were worked out.