The Establishment Of Railway Transportation Service Cultural Development Appraisal System Research

This article research is for the purpose of establishing a set to have the railway transportation profession characteristic service culture appraisal system, guides and the appraisal railway transportation service cultural reconstruction work, promotes the railway transportation service level effective promotion.This article first introduced the service culture, the service culture appraisal, the railway transportation service cultural reconstruction, next from passenger demand's angle embarking, has studied the railway service cultural reconstruction appraisal system's construction, including establishment appraisal system's goal and principle, appraisal main body and object and indicator system's determination. Then this article has studied the railway transportation grade of service appraisal question. The union railway transportation's actual situation, profited from the SERVQUAL evaluation model, this article proposed weight railway transportation product grade of service fit and unfit quality 5 big attribute 24 factors (target) the quantitative evaluation model, has designed the questionnaire survey form, then through to some time rode the T47 inferior passenger train's 128 passengers to this coach number grade of service expectation and the sensation investigation, as well as carried on the analysis to questionnaire survey's data, has confirmed this model scientific nature and the feasibility. Finally, this article put forward the countermeasure proposal in view of railway transportation's present situation as well as the implementation appraisal system's request to the railway transportation service's development.