| SERVQUAL模型在铁路客运服务质量评价中的应用 |
| |
| 引用本文： | 林新宇.SERVQUAL模型在铁路客运服务质量评价中的应用[J].交通科技与经济,2016(4):17-19. |
| |
| 作者姓名： | 林新宇 |
| |
| 作者单位： | 兰州交通大学 交通运输学院,甘肃 兰州,730000 |
| |
| 摘 要： | 针对目前旅客服务质量的管理现状，提出以SERVQUAL评价模型为基础，以每列客车为单位进行列车旅客评价的管理方法。分为问卷调查、数据整理、建立模型和综合评价四部分，据此计算得出数据结果，有针对性地给出初步管理意见，避免对每列客车检查而产生人员浪费，提高客运管理效率。
|
| 关 键 词： | 铁路服务 管理 SERVQUAL模型 旅客 统计 |
The Application of SERVQUAL in Railway Passengers Service Quality Evaluation |
| |
| LIN Xinyu.The Application of SERVQUAL in Railway Passengers Service Quality Evaluation[J].Technology & Economy in Areas of Communications,2016(4):17-19. |
| |
| Authors: | LIN Xinyu |
| |
| Institution: | LIN Xinyu;Lanzhou Jiaotong University,Transportation Institute; |
| |
| Abstract: | Focus on SERVQUAI evaluation model , this text offers management methods by asking passengers to solving railway current service management .By research ,the method is divided into survey data processing ,modeling ,and comprehensive evaluation of four parts .Finally ,according to the data given by the results of this method ;and the method given preliminary management advice to reaching the targeted management .This method can avoid wasting human resources which need to arrange person to check each trains .So it can improve the efficiency of passenger transport management . |
| |
| Keywords: | railway service management SERVQUAL model passengers statistics |
| 本文献已被 CNKI 万方数据 等数据库收录！ |
