Study on the Model of Service Quality Gap in Urban Rail Transit

摘要：

There is a certain extent practical significance to find effective ways to upgrade the service quality of urban rail transit service management,and to improve efficiency of public transport operation and satisfaction by offering service product.This paper uses the model of service quality gap to analysis the five kinds of gaps of urban rail transit service quality,find operating enterprises quality standards,external publicity,and other issues and target the solutions.

关键词： urban rail transit service management the model of service quality gap

作者: Guofeng Cheng Wei Yan

作者单位: School of Economics and ManagementBeijing Jiaotong University,BJTUBeijing,P.R.China School of Economics and Management Beijing Jiaotong University,BJTU Beijing,P.R.China

会议类型: 国际会议

会议名称: 2008 IEEE International Conference on Service Operations and Logistics, and Informatics(IEEE/SOLI’2008)(IEEE服务运作、物流与信息年会)

会议地点: 北京

会议语种:英文

在线出版日期: 2008-10-12（万方平台首次上网日期，不代表论文的发表时间）