| Less-than-one carload transport as a kind of railway transport organization mode, in a certain period of time made great contributions to the development of national economy, but due to the railway capacity constraints, the insufficient recognition of less-than-one carload transport market, and organization of the backward, less-than-one carload transport has far cannot meet the requirements of carriage of goods by high-speeding, causing a sharp fall in the number of national railway less-than-one carload supply of goods.But with the increase of overload highway management strength, as well as the railway price advantage, in view of less-than-one carload transport some reform measures, railway less-than-one carload transport market is promising.Based on the market environment, based on railway less-than-one carload freight service quality impact on customer satisfaction is studied.In order to further study of railway less-than-one carload freight service quality impact on customer satisfaction,In this paper, by adopting the combination of the theory and empirical method were studied.In theory, in this paper, based on the research of the existing literature, considering the railway itself characteristics of less-than-one carload transport, on the basis of PZB service quality gap of the proposed model and SERVQUAL scale, railway less-than-one carload freight transportation service quality evaluation index system is established. And on this basis, put forward the corresponding research hypothesis.In empirical aspect, this article through the questionnaire survey of railway customer less-than-one carload transport, using SPSS17.0 to has carried on the empirical analysis on the collected data. Data analysis results show that:(1) the scale has good validity and reliability, and can be used to evaluate the quality of railway less-than-one carload freight services;(2) the customer expectations of service level and cognitive level, there are still some gap between needs corresponding improvement;(3) for evaluation of service quality and satisfaction of the certain differences based on different customer base;(4) The overall level of service quality on customer satisfaction, have played an important role in affecting railway less-than-one carload freight enterprise may, according to the correlation of each service quality dimensions and customer satisfaction strength, to improve the quality of service level, improve customer satisfaction. |
