铁路旅客感知服务质量提升策略研究

随着铁路路网规模的扩大和旅客出行需求的改变,亟需深化客运供给结构性改革。在分析铁路客运服务质量影响因素的基础上,以结果质量、环境质量、交互质量为一级维度,以可靠、畅通、舒适、便捷、响应及时、重点关怀为二级维度,对旅客感知服务质量要素进行多维度分析。通过开展旅客感知服务满意度调查,在旅客服务满意度分析的基础上,围绕降低旅客感知服务质量的关键要素有针对性地提出铁路旅客感知服务质量提升策略,有助于改善旅客出行体验,满足旅客日益增长的客运服务需求,为铁路旅客感知服务供给改革提供依据。

A Study on the Measures of Promoting Railway Passenger Perceived Service Quality

With the expansion of railway network and the evolution of passenger travel demand, it is urgent to deepen the structural reform of passenger service supply. Based on the analysis of the influencing factors of railway passenger service quality, this paper carries out a multidimensional analysis on passenger perceived service quality with the result quality, environment quality and interaction quality as the first dimension, and the reliability, smooth passing, comfort, convenience, timely response and special care as the second dimension. On this basis, the satisfaction survey of passenger perceived service is carried out, and the improvement strategy of perceived service quality of railway passengers is proposed based on the key factors of reducing passenger perceived service quality, which is conducive to improving passenger travel experience and providing a basis for the reform of railway passenger service supply.