Research On Service Quality Improvement Strategy Of Beijing To Qinhuangdao Expressway Service Area Based On Customer Satisfaction

Expressways belong to the transportation infrastructure and are part of the comprehensive national economic system.Their main function is to provide public transport services.In recent years,with the rapid development of the expressway network,the mass travel demand has also increased rapidly.The characteristics of closed traffic on expressway have strengthened the connection between service areas and users.Whether it can provide high-quality services and provide customers with a comfortable experience will become an important direction for the future development of expressway service areas.Beijing to Qinhuangdao expressway is the main framework of North China's road network connecting the three northeastern provinces.Six service areas are distributed along the line,integrating catering,shopping,refueling and other functions.The total service coverage area is 398 000 square meters.It is an important window for Beijing to Qinhuangdao expressway to serve the public.This thesis takes Beijing to Qinhuangdao expressway service area as the research object.Firstly,it summarizes the research experience of domestic and foreign scholars on the relationship between service quality and enterprise development,and provides ideas for constructing the service quality evaluation system of this thesis.Secondly,it conducts an in-depth investigation into the enterprise,clarifies the internal and external environmental situation of the enterprise,and conducts a customer satisfaction sampling survey with "service quality of service area" as the evaluation object.Thirdly,it uses the analytic hierarchy process and fuzzy comprehensive evaluation method to grade and evaluate the service quality indicators that affect customer satisfaction scientifically,and establishes a relatively complete service quality evaluation system.Finally it finds out the problems in the service quality of Beijing to Qinhuangdao expressway service area by analyzing the results of evaluation,such as insufficient staff capacity,fewer service brand characteristics,lower information service efficiency and unreasonable hardware design,and then formulates four service quality improvement strategies that are easy to operate and easy to promote,including strengthening team building,enhancing brand characteristics,expanding information services and optimizing hardware construction.In order to pursue long-term development,the enterprise must improve service quality and improve customer satisfaction continuously.This thesis aims to find a way to improve the service quality of Beijing to Qinhuangdao expressway service area based on customer satisfaction to improve the service capacity of Beijing to Qinhuangdao expressway.At the same time,it also provides reference work ideas for expressway operating units in other state-owned provinces(cities).