Research Of Railway Commodity Automobile Logistics Model Based On Customer Service Quality Evaluation

With the development of the automobile industry,the market demand for commodity auto logistics enterprises has increased dramatically since 2005.Although railway commodity automobile logistics business started late in the transportation market,market share has yearly increased under strong support of national policies.In recent years,the overall production of commodity automobile has decreased due to China's economic slowdown and some policy adjustments.It causes an increasingly fierce competition in the commodity automobile logistics market.Railway commodity automobile logistics business is facing huge challenges.The current market demand and competition requires a higher level of customer service quality of logistics enterprises.Therefore,in order to increase the market share of railway commodity automobile logistics,it is an important research topic to seek a strategy to optimize the model of railway commodity vehicles logistics through research on customer service quality.Firstly,the paper introduced the development situation of China's commodity automobile and its logistics.By combining the research of railway freight logistics at home and aboard,the paper summarized the general state of China's railway commodity automobile logistics.Secondly,the paper researched railway enterprise for commodity automobile logistics in Europe and America.The paper points out the development direction of railway commodity automobile logistics enterprises in China by SWOT analysis method.In order to research the customer service level,the SERVQUAL model is selected for establishing the customer service quality evaluation index system of railway commodity automobile logistics,in accordance with the actual operation situation of railway commodity automobile logistics.On this basis,the paper formulated research plan and designed questionnaire.According to the research plan,the paper carried out customer service quality evaluation of railway commodity automobile logistics.The paper obtained the service quality score of each indicator through the questionnaire data and calculated the comprehensive customer service quality score.Therefore,the strengths and weakness of railway automobile logistics are located by quantitatively analyzing the customer service quality.Finally,guided by abovementioned advantages and disadvantages,the paper is able to put forward a set of optimized strategies of railway commodity automobile logistics mode in accordance with different indicators.(This paper has 25 figures,23 tables and 51 references)...