Research On The Service Quality Evaluation And The Promotion Strategy Of High-speed Rail Express

In recent years,China ’s railway and logistics industry has developed rapidly,especially after entering the 14 th Five-Year Plan,the railway freight market has great potential.From2016 to 2020,China ’s express business volume increased from 31.3 billion to 83.4 billion,with an average annual growth rate of 32.5 %;the total revenue of the express business increased from 397.4 billion yuan to 879.5 billion yuan,with an average annual growth rate of26.3 %.The continuous expansion of the express business market provides a good opportunity for the development of high-speed rail express.At the same time,China has introduced a variety of policies to support the development of high-speed rail express.In 2017,the ’ Railway 13 th Five-Year Development Plan ’ issued by the National Development and Reform Commission emphasized the need to actively develop high-speed rail express.On November 1,2020,China officially opened the first high-speed rail express train.High-speed rail express can not only ensure stable and efficient transportation,but also provide low-cost and high-quality services,so it has strong market competitiveness.However,at present,there are still some problems in China ’s high-speed rail express business,such as lack of personalized service,limited operating scope,high express delivery cost and uneven quality of employees.Therefore,it is very important to improve the service quality management of high-speed rail express.Based on this,this study carries out the research on the service quality evaluation of high-speed rail express,constructs a scientific and reasonable evaluation index system of high-speed rail express service quality,and puts forward the strategy of improving the service quality of high-speed rail express in colleges and universities,so as to promote the healthy and orderly development of high-speed rail express business in China.This paper is divided into five chapters.The first chapter is the introduction,which introduces the background and significance of the topic,summarizes the relevant literature,clarifies the research objectives and contents,expounds the research ideas and methods,and puts forward two major innovations.The second chapter is the theory and method of service quality evaluation of high-speed rail express.It combs the concept,characteristics and advantages of high-speed rail express,expounds the concept,characteristics and components of service quality evaluation,and introduces the SERVQUAL model,Delphi method,AHP analytic hierarchy process and grey correlation method.The third chapter is the construction of the evaluation index system of high-speed rail express service quality.The SERVQUAL model is used to construct the seven dimensions of the evaluation index system.The Delphi method is used to screen and assign the evaluation indexes under the seven dimensions.The grey correlation method is used to determine the correlation degree between each index and each dimension of the evaluation index system.Finally,the analytic hierarchy process is used to calculate the weight of each dimension and each index of the evaluation index system,which paves the way for the empirical analysis in the next chapter.The fourth chapter is the empirical research on the service quality evaluation of high-speed rail express.Firstly,the service quality evaluation model of high-speed rail express is constructed,and then the empirical analysis of service quality evaluation is carried out by issuing questionnaires to collect data.Finally,the improvement strategy of high-speed rail freight service quality is proposed from three aspects.The fifth chapter is the conclusion and prospect,which summarizes the research content and results of this paper,and looks forward to the further research direction.