Research On Service Quality Evaluation Of NJ Expressway

In the process of China’s social and economic development,transportation construction has always been an important part of national infrastructure.Convenient and developed transportation system can promote the optimal allocation of resources and accelerate economic development.Expressway is an important part of China’s transportation system,which is responsible for the important traffic tasks of the country and an important guarantee to improve people’s travel efficiency.With the increasing mileage of expressway,users’ demand for expressway service quality is also increasing.The transportation industry has a unique nature,but its essential attribute is service.Service quality evaluation is the key to help enterprises find problems effectively.The service quality of expressway is the core factor to determine the operation quality,market competitiveness and economic benefits of expressway,and the key to obtain good survival and sustainable and healthy development of expressway.This paper selects the current service quality evaluation system of NJ expressway as the research object,according to the existing research results and literature review at home and abroad,based on the service quality and other related theories,using the methods of literature research,questionnaire survey and quantitative analysis,combined with the actual situation of the service content and function of NJ expressway,evaluates the service quality of NJ expressway Through the analysis,it is found that the main problems of NJ expressway service quality evaluation at this stage are unreasonable index design,backward collection method and inadequate application of evaluation results.In order to effectively improve the service quality evaluation level of NJ Expressway and find out how to focus on expressway construction,so as to effectively improve the service quality.Based on the in-depth analysis of the service function and service content of NJ expressway,this paper accurately digs the problems and shortcomings in the current service quality evaluation system of NJ expressway,designs the scale by using the SERVQUAL model based on the theory of customer perceived service quality,and rebuilds the service quality management system of NJ expressway through the expert scoring and measuring the weight index.Based on the five dimensions of SERVQUAL model,the service quality of road administration management,maintenance work and travel service are evaluated respectively.Through quantitative analysis of data,problems are found and improvement measures are put forward to effectively improve the service quality of NJ expressway.This paper lays a foundation for improving the scientificity of NJ expressway service quality evaluation method.In addition,it has practical significance for improving the service quality management level of expressway.It can guide scholars and managers to seriously think about how to improve and improve the existing service methods and service level,and coordinate the relationship between the rapid development of Expressway and customer demand,that is,to maximize the overall improvement of service quality to better meet customer demand.At the same time,the author also hopes to provide reference for the improvement of highway management.