Study on Railway Transport Service Quality Evaluation
Service quality is the decisive factor that service enterprises can use to create difference and obtain competitive advantages. Firstly, The study is based on SERVQUAL Evaluation Model and combines the actual situation of Chinas railway transport service to construct its evaluation indicators system. Empirical studies have simplified the indicators system and finalized the railway passenger service quality evaluation model. Furthermore, we have tested its reliability and validity. The study has shown that railway transport service quality has five dimensions, which are tangibility, reliability, communication, portability and relationship. Finally, the study applies the indicators system into practice to evaluate the railway transport service quality and make some suggestions for railway transport enterprises to improve their service, it also provide the profound academic and realistic basis for railway transport enterprises to improve their service.
Railway transport Service Service quality SERVQUAL evaluation model
LIU Jun Gao He
School of Management Dalian Jiaotong University Dalian, P.R.China
国际会议
上海
英文
2007-09-21（万方平台首次上网日期，不代表论文的发表时间）