| 大连火车站服务质量统计分析 |
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| 引用本文： | 王晚香.大连火车站服务质量统计分析[J].大连交通大学学报,2007,28(1):28-31. |
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| 作者姓名： | 王晚香 |
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| 作者单位： | 大连交通大学,交通运输工程学院,辽宁,大连,116028 |
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| 摘 要： | 在调查大连火车站的服务现状及服务内容的基础上,构建了16项评价指标,并采用问卷调查的方式获得了相关数据,运用统计学中的标准单位法计算并得到了大连火车站服务质量的评价结果.评价结果表明:服务人员服务的主动性和热情度是大连火车站服务工作中需要着重改进的方面.
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| 关 键 词： | 服务质量 指标 评价 |
| 文章编号： | 1673-9590（2007）01-0028-04 |
| 收稿时间： | 2006-09-06 |
| 修稿时间： | 2006年9月6日 |
Evaluation of Service Quality of Dalian Railway Station |
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| WANG Wan-xiang.Evaluation of Service Quality of Dalian Railway Station[J].Journal of Dalian Jiaotong University,2007,28(1):28-31. |
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| Authors: | WANG Wan-xiang |
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| Institution: | School of Transportation Engineering, Dalian Jiaotong University, Dalian 116028, China |
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| Abstract: | On the basis of service actuality and contents of Dalian Railway Station, sixteen evaluation indexes are established. The relavent data is obtained by questionnaires, and the evaluation result of Dalian Railway Station service quality is obtained by using standard units method. The result indicates that the initiative and the enthusiasm of the service personnel are the aspects which need to be greatly improved in Dalian Railway Station. |
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| Keywords: | service quality index evaluation |
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