Research On Quality And Evaluatin Of Guang-Zhu Intercity Railway Passenger Service

Passenger transportation is the core content of enterprise operation and management of passenger transport service quality management, while passenger service quality is key to transport enterprise benefit and competition ability of the most important factors. Railway transportation system in the management of transportation service quality mainly rely on or in the enterprise operation of accumulated experience, quantitative analysis on the service quality evaluation and management of component is less, is the basis of a lack of scientific management The purpose of this paper is to build the railway passenger service quality management system.First of all, on the basic theory of railway passenger transport service quality were summarized, and introduces the definition of service, quality, service quality, passenger rail service and railway passenger service quality, and the characteristics of railway passenger transport service and railway passenger service quality are expounded. Secondly, the railway passenger service quality management implementation process are studied, including the research and development of the railway passenger transport market, railway passenger service standards, design of railway passenger service and railway passenger service process. Then, this paper determine the grey correlation analysis method to studying railway service quality system on the basis of various kinds of evaluation method combined with the characteristics of railway passenger service evaluation. And constructed the evaluation index system from passenger transport products and passenger satisfaction, passenger product part include the travel speed, the train punctuality rate and train time interval as evaluation index, passenger satisfaction evaluation index has selected the security, timeliness, efficiency, convenience and comfort five aspects of 28 indicators, and according to the evaluation index system of railway passenger service quality evaluation questionnaire is established. Finally, using Guangzhou-Zhuhai intercity railway as the example to analyze the railway passenger transport products, combining the statistical results of questionnaire are chosen using grey correlation analysis method to the passenger service quality is evaluated, and according to the evaluation results put forward the corresponding improvement measures to improve the quality of passenger service.