| As the bulk cargo transport demand decline relatively, the share of rail freight market and the occupancy rate is going down, it has had a serious impact on the future of China’s railway development. Although the bulk cargo capacity after the cargo transport demand to get the release of a certain extent, but ordinary goods transportation is untenable in rail freight. Transportation industry market competition intensifying, rail freight need to improve service quality in increasing market competitiveness. In addition, although the great railway construction lead to transport capacity increasing for many years, but it also made railway bear the huge debt, it need 200 billion a year to repay the debt interest.Therefore, railway departments need to make a profit. In this background, the ministry of railways was reorganized, with China railway corporation and railway freight reform strongly, the railway freight to market, increase the competitiveness and improve profitability. The railway freight transportation service quality determines customer satisfaction of railway freight, is to determine the degree of the railway freight market competitiveness. Therefore, how to improve the quality of rail freight services is worth studying.This paper analyzed about the present situation of railway freight at present in our country, points out that under the situation of the current railway freight volume decline, to increase capacity, improve the quality of rail freight services has the vital significance. In the study on service quality evaluation at home and abroad for reference, the literature on the basis of the quality of service, quality and service first, the definition and characteristics of the introduction, for railway freight transportation service quality is to can win customer recognition, access to the basic condition of source, increase traffic volume, and the gro Ruth customer awareness and PZB model two kinds of quality of service customer awareness is analyzed; Two evaluation methods and comparative analysis of SERVQUAL and SERVPERF, SERVQUAL is chosen as the evaluation method of this paper, on the basis of the establishment of railway freight transportation service quality evaluation index system, the system includes six dimensions, a total of 22 indicators, and based on the established evaluation system, design the questionnaire survey for the owner; In Hohhot station freight services for example, by using data obtained from research, after the reliability test, the sample statistics, weight calculation, finally get the station freight service quality comprehensive score, IPA performance- important degree matrix analysis, aiming at different areas of the index of scattered in the evaluation index system, put forward maintain area to keep the advantage, ignore area to develop your strengths, focus on upgrading, improve improvement suggestion, and formulate concrete measures to promote the site to promote the quality of freight services. According to the analysis of current railway freight services in our country the end, customer-focused service concept, innovative service means and service products, strengthening the construction of software, hardware, improving freight marketing ability evaluation and supervision system and perfect service measures suggested, providing reference for railway freight transportation service quality. Through the evaluation of the results indicate that the use of the evaluation method in a certain extent, can provide reference for railway freight transportation service quality evaluation. |
