Research Of The Railway Freight Service Quality Management Based On "Real-freight System"

Nowadays, because of the fierce competition in the domestic market, in order to enhance the market competitiveness of rail freight transport,the China Railway Corporation implement the real-freight system" of rail freight reform in the nationwide. This measure is going to change the rail freight into the market-oriented business model. To talent showing itself in the rail freight market competition, the railway must constantly improve the quality of rail freight product. As a part of transport service products, the quality of rail freight transport’s service can affect directly the customers to the loyalty and satisfaction of railway freight transportation. Therefore, how to evaluate objectively the railway freight transportation service, then and then make improvement strategies has become one of the important subjects of the railway freight transportation.Firstly, according to the service quality of the existing theoretical results in home and abroad, combined with the current railway freight service characteristics, the thesis has established the railway freight service quality management system based on "real-freight system", and elaborate the service quality management mode of railway freight. The main work is as follows:The thesis fully expounds and studies the service quality management theory and the content of "real-freight system" freight transportation reform. After that, the thesis determines the management idea and management method of freight service quality management based on "real-freight system" and establishes service quality management mode of operation.According to the operation mode of the system, from the customers’demands of service quality of railway freight to start, the thesis analyses the realization of the process of railway freight transportation service quality management objectively. With "shop front" quality of service as the main object of study, it analysis the five part of the railway freight service flow, as the acceptance, originating station, arrival station, delivery, freight service platform, and determines the key link of management and service standards. Then, it establishes the SERVQUAL evaluation of service quality management system of railway freight transportation network. In this system, include 5 dimensions and 18 sub factors index, and design the questionnaire of customer satisfaction and expectation.In the end of this paper, we take one of Beijing freight center as an example for case study. According to the questionnaire, the thesis obtain the customer perceived value and the expected value of data. The thesis gets the service quality score of freight outlets. Applying the swot’s analytic approach, this thesis carries on the synthesis analysis to each property and the index of customer satisfaction and formulates corresponding service quality improvement strategy, according to the result of customer evaluation.