Research On The Evaluation For The Service Quality Of Railway Freight Station

With the decline in the demand for bulk goods transport, rail freight capacity has been released, but general cargo has been out of the rail freight market. Competition in the transport industry has become more competitive, rail freight has to seize market share in the competition. On the other hand, since2009, the rapid construction of rail infrastructure has brought more than just transportation capacity, but also brought a huge amount of debt. Chinese railway sector is facing huge debt pressure,earnings is much-needed.China Railway Corporation, pushed a rail freight revolution in a large range of nationwide in June15,2013, aimed to increase market share. So, how to improve the quality of rail freight services, improve customer satisfaction, allow rail freight to get an invincible position in the market competition has become a key topic.This paper focuses on a quality evaluation system for rail freight services, analyzes the research theories about the quality of service at home and abroad, focuses on the basic theory of the service quality, introduces the relatively common methods SERVPERF and SERVQUAL method. This paper has done a literature research review of the current service quality evaluation in the field of rail freight. In this paper, the author has done a typical research of the railway freight station in Chengdu, summed up the characteristics of rail freight services, combined with the evaluation of service quality SERVQUAL scale, established a relatively comprehensive coverage suitable for rail freight service evaluation. The system includes six dimensions,22sub-indicators. According to the established evaluation system, the author conducted a questionnaire design, survey and designed appropriate solutions. Finally, take the Chengdu Railway Container Center Station as an example to do an empirical study. Based on the data obtained through questionnaires, the author made data descriptive statistics, calculating weights of dimensions and the sub-indexes, then perceived service quality score, and its final score is4.638, then evaluate the services quality of the station according the score and use IPA analysis method to analyze23indicators in detail, gives specific suggestions to improve the quality of service, and it has a strong guiding significance.