Railway Passenger Station Service Quality Evaluation And Improvement Research And Practice

In recent years,China's high-speed railway has been developing rapidly,and the total mileage of high-speed railway operation ranks first in the world.Under the macro background that the current economy has shifted from the stage of high-speed growth to the stage of high-quality development,the internal and external market environment faced by railway development has also undergone tremendous changes.In the fierce market competition,continuously improving the passenger service quality of high-speed railway is the key to enhancing competitiveness and realizing sustainable development.For a long time,in order to improve the passenger service quality,the railway department has made continuous attempts and explorations and made a lot of fruitful work,but also exposed a lot of problems.It is necessary to make a lot of improvements in order to make the railway service truly qualified and satisfy the passengers.The evaluation of the passenger service quality of high-speed railway stations plays a guiding role in improving the service quality and setting the service benchmark,which is also an important means for the self-evolution of railway parts under the complex market competition.In this paper,by comparing the quality of service gap model,the gro Ruth service quality model,the grey correlation model,SERVQUAL model and other kinds of quality evaluation method system,selected for the evaluation of high cr iron way SERVPERF model,study of service quality control standards and service quality improvement plan,and according to the model structure to construct evaluation system,through a service evaluation forms,find problems and countermeasures research.Establish passenger service quality research project,and the results combined with the actual.the Inner Mongolia autonomous region is located in the frontier minority areas of the first high-speed rail passenger service quality set up a relatively complete system,the factors affecting the quality of service,the practice of all kinds of problems were analyzed,and the combination of line operation and passengers,east of Hohhot,wulanchabu station and high-speed train services,in-depth studies on meticulous station car service concept and concrete measures,and the service quality evaluation,in combination with each link of the service condition and passenger satisfaction,Based on the basic principles and evaluation methods of passenger service quality evaluation,this paper puts forward corresponding strategies to further improve the service quality of high-speed railway,and provides individualized plans for better service of passenger trips in minority regions.