| As the product of the reform of freight organization,with the establishment of freight center,the railway quickly from a single freight transport enterprises to develop into the integrated logistics,railway express,warehouse management,multimodal transport,customized logistics and other business combination of third parties integrated logistics enterprises.The category of freight transport has undergone tremendous changes,from the "little batch,less variety,long cycle,large volume,low added value" into "multi batch,multi variety,short cycle,small batch,high added value",providing more choices for customers and maximumly meeting the needs of customers.However,in order to re-establish its position in the highly competitive freight market,it is necessary to improve the freight transport service quality,the thesis carries out a comprehensive evaluation of the freight transport service quality in this context.Based on the National Railway Administration's key issue the current situation of railway freight transport service quality research and supervision and management policy research,the thesis studies the comprehensive evaluation of freight transport service quality of Guangzhou freight center.The thesis first describes the background and significance of the research,combined with the current status of domestic and international freight transpot service quality research summary,puts forward the research objectives and research methods,and building the overall framework for thesis on study;then the concept of service quality and evaluation methods are discussed,and introducing the related contents of the railway freight center and the basic situation of Guangzhou freight center in detail,which will lay a theoretical foundation and provide practical basis for the next step to determine the specific evaluation steps;then the evaluation process is studied,including the construction of the index system(the system includes five dimensions,a total of sixteen sub-indexes),the design of the survey program and the statistical analysis of the sample data;on this basis,the customer questionnaires of some freight stations in Guangzhou freight center is taken as the data sources,using the SERVQUAL model for freight transport service quality evaluation of Guangzhou freight center;finally,combined with the evaluation results,the IPA model was used to analyze the evaluation indexes to determine the strengths and weaknesses of the Guangzhou freight center which provides freight transport service,and as a guide to develop specific feasible service quality improvement strategy. |
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