Shenyang Jingwei Passenger Transport Corporation C-Route Service Quality Management Case Study

In the rapid development of modern society, people’s living standard is improving constantly. People not only have an increasing high demand for physical commodities, but also give a higher request to intangible service. From "obtain the service" to "enjoy the service". In this context, Jingwei Company as a representative of an old state-owned long-distance highway passenger transport company, must continue to identify their own problems and crux of the problem, and then continue to improve, if want to have a space in the passenger transport industry. Such as that, it has the ability to go on when all is entered.This article analyzes the passenger service quality through several typical cases of Jingwei Corporation, such as follows:1. Introduce the operation situation and typical cases of Jingwei Corporation.2. On the basis of theories of Service Quality, Total Quality Management, put forward features and properties of long-distance highway passenger transport service, which provides the next step of analysis with theoretical bases.2. According to the SERVQUAL evaluation method, AHP method and gap analysis model, use of the questionnaire to collect the passenger ideal passenger transport service standard, acceptable passenger service standard and perceived passenger service situation by taking buss of Jingwei Corporation. Key-properties and key-factors of problems are found out by statistics and operation through quality management tools.3. By the summed key-properties and key-factors, improvement and perfection are made, and then service quality is improved.4. Control of long distance passenger transport service quality are summarized, therefore, a certain reference value for Jingwei Corporation to solve all kinds of problems.