Study On The Influence Of Rail Freight Service Quality On Customer Satisfaction

At present,with the continuous entry of express enterprises into the zero-carload market,the competition among various kinds of logistics enterprises in the zero-carload freight market is intensifying.In order to gain a higher market share in the zero-carload market,railway zero-carload freight must constantly improve the service quality of transport products to meet the increasing demand of freight owners for transport quality.Therefore,how to improve the service quality and customer satisfaction of railway freight transport has become the focus of railway freight transport.In this paper,on the basis of relevant literature research at home and abroad,the five dimensions of railway freight transport are determined:tangible,responsive,reliability,assurance and economy.Then,according to the characteristics of China's railway freight transport operation flow and the current mobile payment environment,the convenience dimension is proposed.Then,the relationship model between the service quality and customer satisfaction of railway less-than-carload freight transport was built,and the pre-survey questionnaire was designed.After the reliability and validity analysis of the recovered pre-survey data,the formal questionnaire was obtained.Finally,SPSS24.0 and AMOS24.0 were used to verify the model and test the research hypothesis for the data obtained from the formal questionnaire,and the following conclusions were drawn:(1)the railway zero-load freight service quality is composed of convenience,tangible,reliability,economy,responsiveness and assurance.(2)railway zero-load freight service quality has a significant positive impact on customer satisfaction,among which,convenience has the largest impact on customer satisfaction(0.246),followed by reliability(0.185),the remaining is responsiveness(0.175),economy(0.159),and assurance(0.158),and tangibility has the smallest impact on customer satisfaction(0.146).(3)in the impact of railway less-than-carload freight service quality on customer satisfaction,customer value plays a partial intermediary role,while customer expectation has a significant impact on railway less-than-carload service quality.The research conclusion of this paper has certain reference value for railway freight transport enterprises to improve service quality and improve customer satisfaction.