Study On Service Quality Evaluation And Improvement Of Xibao Expressway Three Bridge Toll Station

As China continues to advance towards a modern socialist country,all industries across the country are actively pushing forward,and the transportation industry needs to continuously promote the high-quality development of the industry.The public pays more and more attention to the quality of service,so that higher requirements are put forward for highway service work,and the service should keep pace with the times to meet the development requirements of the times,so the research on highway service quality has important social and economic value.The growth rate of the supply side of the highway is slow,but the high-speed traffic flow is growing,and the contradiction between the two has become more and more obvious.As the basic unit of the expressway,the quality of toll collection service will directly affect the efficiency of driver traffic and even the smooth passage of the expressway.Therefore,continuously improving the comprehensive service quality of expressway toll stations is also the core of highway operation and management to reduce costs and increase efficiency.Starting from the current situation of service quality of SQ toll stations,this paper first collects the experience information of toll station toll collectors,team leaders and service guarantee staff such as toll station toll collectors,team leaders and service support personnel and conducts statistical screening to obtain key factors and indicators affecting service quality.Secondly,through the analysis of key indicators,the analytic hierarchy method is used to construct a service quality evaluation system for expressway toll stations that adapts to the current situation of the service industry,so as to find out the shortcomings and deficiencies in the current service quality management of expressway toll stations,and provide certain management experience and measures for the improvement and enhancement of the service quality of expressway toll stations in the future.The service quality evaluation system is consistent with the actual operation of high-speed toll stations through case verification,which verifies the rationality of the comprehensive service quality evaluation system of expressway toll stations constructed in this paper.Finally,under the evaluation system,the methods and measures for improving the service quality of SQ toll stations are proposed.