Research On Service Quality Improvement Strategy Of Sichuan CY Expressway

Sichuan Province as a strong province of economic development in the western region,the expressway development in the past 20 years has achieved remarkable results.By the end of 2018,the opening mileage of Sichuan expressway had exceeded 7000 kilometers,ranking third in the country,just less than that of Guangdong and Hebei..Sichuan is supposed to build about 500 kilometers of new expressways every year.It will be a huge economic cake.However,the entire expressway industry is developing too fast that result in the condition of ‘strong construction but poor management'.Many enterprises are converted from construction units,lack of management experience,and many enterprises do not know the needs of social consumers very well.Thinking little of the service has caused the negative impacts to the whole industry,especially after Sichuan Province introduced the policy of linking tolls to the quality of expressway services.The backwardness of service quality will directly affect the economic benefit of expressway enterprises and restrict the sustainable development of expressway industry.In this paper,the most representative CY expressway company in Sichuan expressway enterprises is selected as the research object,on the basis of sorting out and analyzing the domestic and foreign related works and literatures on expressway management and service quality management.The related theories are summarized,and the significance of improving the service quality of expressway enterprises are clarified.In this paper,questionnaires and expert interviews are used to understand the current situation of CY expressway service quality management,and the methods of data analysis and expert group method are used.This paper summarizes the problems existed in the service quality management of CY Expressway at present.At the same time,it makes a deep analysis of the causes of the problems by using the relevant theoretical knowledge,combining with the development strategy and industry characteristics of CY Expressway Company.The paper puts forward some suggestions,in order to further improve the service quality of CY expressway.This paper mainly focuses on the system mode,operation process,personnel quality,the application of examination results and supporting measures of service quality management Promotion strategy in the company.Hopefully,through the optimization design of CY expressway service quality management,the practical problems in promoting service quality at the present stage will be solved,and the efficiency of the enterprise will be improved.Meanwhile,it could provide the reference approach to other expressway management enterprises in improving the service quality of research and exploration.