| 基于SERVQUAL的铁路客运服务质量评价 |
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| 引用本文： | 王海湘. 基于SERVQUAL的铁路客运服务质量评价[J]. 铁道运输与经济, 2006, 28(8): 49-51,54 |
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| 作者姓名： | 王海湘 |
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| 作者单位： | 中南大学,交通运输工程学院,湖南,长沙,410075 |
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| 摘 要： | 在介绍SERVQUAL评价模型的基础上，以铁路旅客列车服务质量为例，提出列车服务质量决定因素的选取原则，确定列车服务质量的评价准则和子准则，以及这些准则和子准则的权重，通过计算得到确定列车服务质量的最终得分。通过实例分析说明评价模型的应用，根据结果制定提高铁路客运服务质量的对策。
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| 关 键 词： | SERVQUAL评价模型 铁路 旅客运输 服务 质量 |
| 文章编号： | 1003-1421（2006）08-0049-03 |
| 收稿时间： | 2006-05-22 |
| 修稿时间： | 2006-05-22 |
Quality Evaluation of Railway Passenger Traffic Service Based on SERVQUAL |
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| WANG Hai-xiang. Quality Evaluation of Railway Passenger Traffic Service Based on SERVQUAL[J]. Rail Way Transport and Economy, 2006, 28(8): 49-51,54 |
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| Authors: | WANG Hai-xiang |
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| Affiliation: | School of Transportation Engineering, Central South Jiaotong University, Changsha, Hunan 410075, China |
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| Abstract: | On the basis of introducing SERVQUAL evaluation model, and with example of service quality of railway passenger trains, the essay puts forward the principles of selecting decision factors for train service quality, confirms the evaluation regulation and sub-regulation of train service quality, as well as the weighing of these regulations, then getting final score of train service quality through calculation. The essay also explains the application of evaluation model by examples, and puts forward the countermeasures on improving service quality of railway passenger traffic according to the research result. |
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| Keywords: | SERVQUAL evaluation model railway passenger transportation service quality |
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