Performance Survey and Assessment on Railway Freight Service
Evaluating freight transportation service quality quantitatively is an important method to improve the market competence of railway freight transportation enterprises.The thesis analyzes the recent condition of service quality evaluation for railway freight and gets the opinion that the evaluation lacks theory evidence and comprehensive evaluation methods;besides,it proposes the service quality is such a kind of quality that consignors can perceive and analyzes the whole processes for consignors to perceive the service quality,through the comparison among SERVQUAL,SERVPERF and Key Event method,it gets the conclusion that all of the three methods can be applied in evaluating the service quality of railway freight transportation.But we should take the unique features of railway freight transportation and its evaluating purpose into consideration when selecting these methods;in the thesis,I apply SERVQUAL to evaluate the service quality of railway freight transportation in a certain area,and find that the result is in accordance with the truth.
railway freight transportation service quality evaluation SERVQUAL SERVPERF critical incident method
FENG Fen Ling LONG Jun
School of Traffic and Transportation Engineering School of Information Science and Engineering Central South University,P.R.China,410075
国际会议
2007 International Conference on Management Science and Engineering(2007管理科学与工程国际学术会议)
河南焦作
英文
1453-1456
2007-08-20（万方平台首次上网日期，不代表论文的发表时间）