Research On Operation Management And Efficiency Evaluation Of Chongqing Expressway

With the rapid development of expressway construction and operation management,the expressway has become the primary choice for transportation in China,and it bears the function of the national economic and social development aorta.After decades of great development in traffic construction,the national road network skeleton structure has been formed,and the focus of work in major provinces and cities has shifted from construction to operation management.The construction of expressways requires a large amount of capital investment,and the investment recovery period is long.The operating income of expressways is the most important source of capital recovery for investors.At the same time,with the increase in the number of cars and the improvement of people's economic level,the demand for intangible services attached to tangible products is increasing,and the service requirements provided by the expressway operation management departments are getting higher and higher.Therefore,it is necessary to study the improvement of highway service quality.Based on the customer perceived service quality theory,this paper combines the SERVQUAL scale to construct the Chongqing highway service quality evaluation index system.It combines qualitative analysis with quantitative analysis,theoretical analysis and case analysis,and comprehensively applies economics,management,and statistics.Research methods and techniques for the analysis of academic systems such as science and information technology provide reference for Chongqing highway service quality evaluation and promotion.Firstly,this paper introduces the relevant theory of service quality.Based on the SERVQUAL scale,an evaluation index system for highway service quality is proposed.The indicator system specifically includes five first-level indicators based on the five dimensions of service quality,and 25 secondary indicators based on actual problems encountered in the field of expressway services.Secondly,through the questionnaire survey,the empirical analysis and research on the expected service quality and customer satisfaction of Chongqing Expressway were carried out.The reliability and validity of the evaluation index system were tested with the actual data,and the evaluation index system was further tested and revised.Then,from the toll station,service area andemergency rescue system,the status quo of Chongqing expressway service is analyzed systematically,and the AHP-FCE method is used to comprehensively evaluate the service quality of Chongqing expressway.Finally,the “ Importance-Satisfaction Analysis” model(IPA)is used to analyze the shortcomings of the evaluation target in the specific evaluation dimension,and the service quality improvement strategy is proposed.The results show that the values of KMO test and Bartlett spheroid test meet the requirements in the reliability and validity test results.The Cronbach's coefficient is greater than 0.7,and the scale has good reliability and structure.Then,the five dimensions are analyzed by consistency test.According to the principle of maximum membership degree,it is concluded that the customer's evaluation of the service quality of Chongqing expressway is satisfactory.Finally,through IPA analysis,it is concluded that the parking lot in the service area is sufficient,the accident rate is low,the entrance and exit are convenient,the information area of the service area and toll station is high,the service is efficient and convenient,the customer service hotline responds promptly,and the attendants can quickly solve the urgent problem.The quality of such indicators is not high and needs to be improved.