| The "Belt and Road" Initiative and the new development pattern of "double cycle" make China’s railway freight occupy a larger domestic market,and the railway logistics market of the countries along the China-Europe railway Express shows great prospects for development.Zhengzhou has become a logistics hub between China and Europe,and is the only demonstration project of China-Europe freight trains in the central and eastern regions.The research of evaluating railway freight service quality is needed to improve service quality and market penetration,so service quality has become an urgent research topic.Based on this,combining with the unique development characteristics of the China-Europe Express(Zhengzhou),this paper puts forward some suggestions on how to improve the freight service quality of the China-Europe Express(Zhengzhou).This paper summarizes the background and significance of the subject,and combs the current domestic and foreign scholars on freight service quality research,combined with the actual situation of the China-Europe Freight train(Zhengzhou)center,put forward the overall framework of the paper;Then,the theoretical and practical basis of the evaluation steps is summarized,including the establishment of an index system(the system includes six dimensions,with a total of 22 indicators),the formulation of specific investigation scheme and the definition of statistical analysis method of sample data,and the application scope of SERVQUAL is expanded.In addition,some customers served by the China-Europe Express(Zhengzhou)were surveyed through a combination of on-the-spot questionnaire and online questionnaire as data sources.Based on SERVQUAL model and SPSS software,the obtained data were analyzed statistically.Then AMOS was used for reliability analysis and validity analysis,and the service quality of the freight center of the China-Europe Freight train(Zhengzhou)was evaluated.In order to further search for countermeasures to improve railway freight service,this paper uses IPA model for comprehensive analysis.The results show that the services provided by most indexes basically meet the requirements of customers.However,due to the higher expectations of customers,the overall freight service quality of China-Europe Express(Zhengzhou)still needs to be improved.The advantages that need to be improved are put forward,and the services that need to be improved are pointed out.For example,infrastructure construction and border port traffic capacity need to be improved,railway transport rules are different from foreign countries,import and export cargo collection capacity is insufficient,transportation organization and freight yard management is not reasonable,and according to the deficiencies,improvement measures are proposed,such as improving infrastructure,unified use of international standards,rich types of transportation and improvement of freight yard organization,etc.And for the China-Europe Express(Zhengzhou)service quality has developed a comprehensive and feasible improvement strategy. |
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