Research On Strategy Of Improving Shipping Service Quality Of Tianjin Port Z Warf

In the container terminal,the quality of shipping service is the basis for the terminal to stabilize the supply of goods and develop the market,and the way for the terminal to survive.Under the situation of increasingly fierce competition in container ports,it is particularly important for container terminals to do a good job in quality management of shipping service.Taking Z terminal as the research object,this paper analyzes the existing problems in the quality management of shipping service in the terminal,finds out the root of the problems,and puts forward the improvement strategies and guarantee measures,aiming to provide reference for the terminal to improve the customer service system,improve customer satisfaction,and contribute to the research of shipping service quality for domestic container terminal.By using case analysis method and questionnaire survey method,on the basis of in-depth understanding of service quality and integrated services and other related theories,this paper analyzes the shipping service process of Z terminal and sorts out the current status of shipping service quality management at this terminal.Based on the service quality SERVQUAL theory,it designs and distributes questionnaires to collect data on the current status of its shipping service quality,and analyzes the survey data to summarize the existing problems of the Z terminal ’s shipping service quality.It conducted a cause analysis from macro and micro aspects.By using process optimization theory,based on the systematic analysis of the poor service quality of Z terminal,this paper designs a new shipping service process with the purpose of accurate,efficient and agile response,adds information perception,pre-marshalling,dynamic resource adjustment and so on,increases the information interaction channel between berth planning and shipping scheduling,and provides an information platform based on event triggering to drive the improved shipping service process,proposes the refinement customer management improvement strategyand so on.Finally,from the application of modern information technology,extending service chain,strengthening process control,building service quality team and building high-quality service team,the corresponding security measures are given.