| With the development of China’s social economy and the deepening of railway freight reform,traditional railway logistics forms such as railway logistics center and railway yard are constantly transforming to railway logistics park.However,at present,the development of railway logistics parks in China still faces some obstacles.First,the functional layout of most domestic railway logistics parks is relatively isolated and the degree of integration with local industries is not high;Second,lack of follow-up understanding of market development;Third,the business process is relatively backward and can not well adapt to the development of the times.While the above situation greatly restricts the development of railway logistics industry,it also highlights the problems of the overall service quality of Railway Logistics Park,such as inflexible pricing,weak storage capacity,low regularity of park equipment,single business form and so on.With the transition of railway freight to modernization and technicalization,railway logistics park urgently needs to improve its service quality,so as to enhance its market competitiveness.In this context,based on the combing and refining of previous research results,this paper constructs a service quality evaluation system of Railway Logistics Park,including five primary indicators and 19 secondary indicators of reliability,assurance,economy,empathy and responsiveness.Then,in order to make the evaluation and decision-making process more scientific and objective,entropy weight method and fuzzy comprehensive evaluation method are comprehensively used to implement the evaluation.The total ranking of each secondary index is calculated by entropy weight method,and the correlation weights between each index,each dimension and between index and dimension are inversely deduced by normalization method.The obtained weights and fuzzy evaluation matrix are used for fuzzy operation to obtain the evaluation results of the model.Finally,X railway logistics park is selected as the empirical object to analyze the current situation of the enterprises in the railway logistics park through the survey data.Based on the analysis results,it is pointed out that the key point of the improvement of the overall service quality of the railway logistics park is reliability dimension and empathy dimension,while the response dimension is the advantage dimension;At the same time,the economic dimension and assurance dimension need to be continuously improved in order to improve the service quality of the railway logistics park as a whole.By referring to the traditional SERVQUAL model and introducing the fuzzy comprehensive evaluation method based on entropy weight method,this study systematically studies the evaluation indexes and dimensions of the service quality of railway logistics parks,and puts forward suggestions to improve the logistics service quality according to the analysis of specific railway logistics parks,which has certain management enlightenment and reference significance for the improvement of the overall service quality of domestic railway logistics parks. |
