Research On The Strategy Of Evaluation And Improvement Of Service Quality Of Navigation Of Jining City PMB

Inland river shipping is an important means of transportation which has the advantages of low cost, large volume, less pollution, low energy consumption, less occupied land resources advantages. It is now receiving more and more attention in various industries. As the infrastructure of inland river shipping, ship lock is the bottleneck of inland river shipping development. Therefore, continuously improving service quality of the locks and maximally meeting the boat freight demand are not the main task of the ship lock management department, but also important guarantee to promote the development of inland waterway transport.Domestic and foreign scholars have done a lot of research on service quality evaluation theory and method of service quality. This paper based on service quality evaluation theory and used the SERVQUAL evaluation model to assess the quality of navigation services. This paper constructed the lock service quality evaluation system and studied the methods of service quality evaluation and Improvement strategy of navigation of Jining City PMB. In this paper, the concepts and features of service quality were introduced, the theory of service quality and its model were expounded for constructing ship lock service quality evaluation methods and evaluation system. On the basis of theory, this paper analyzed the characteristics of ship lock service and lock service quality evaluation factors, and on this basis to build the lock service quality evaluation system. This paper taken Hanzhuang lock as empirical research object and adopted the questionnaire to collect related information and data. This article obtained the Hanzhuang lock service quality score and evaluated the service quality by aggregating and Weighting the information and data. Based on the results of Evaluation and analysis, this paper put forward suggestions for improving service quality of Hanzhuang lock.Based on the lock service quality evaluation, relied on service quality theory model, this study designed the index system for measurement of navigation service quality. The questionnaire survey and the results of evaluation were:Security was not high, the staff service was consciousness and the lock environment was dirty, disorderly and poor. To solve these problems, the paper put forward suggestions such as strengthening the management of production safety, strengthening personnel management and changing service concept, improving the infrastructure and creating good environment. These recommendations had strong practical significance for improving the ship lock service quality and enhancing the level of the lock service.