Research On Service Improvement Of TX Expressway Service Area

With the continuous development of our national economy,the expressway construction is gradually mature and stable,people put forward higher requirements for the service quality of the expressway service area.In the process of operation and management of Expressway Service area in China,many problems,such as single service item form and low service efficiency,have been exposed gradually.Therefore,in order to improve the service quality and improve the service level of the expressway service area,the key factors affecting the service quality of the expressway service area and the problems that should be solved in priority are found through the investigation of the customer satisfaction degree of the expressway service area,it is very important to put forward some schemes to improve the service of the service area.Based on the above background,on the basis of literature research,this paper takes the TX expressway service area as the research object,using service quality theory(SERVQUAL)and analytic hierarchy process(AHP),with the help of expert grading and interview,from five dimensions of tangible factor,reliable factor,guarantee factor,reaction factor and empathy factor,the evaluation index system of customer satisfaction in service area of TX expressway is designed.Secondly,the TX expressway service area was investigated by customer satisfaction questionnaire.The result shows that the customer satisfaction degree to the service area is "general satisfaction",which shows that the customer satisfaction degree still has room to rise.And use the importance-as-performance analysis(IPA)method to find out the priority to solve several aspects,including the lack of "convenience" of service,the need to strengthen the professional quality of personnel,the lack of emergency response capacity,the need to improve the dining environment,goods and accommodation pricing design unreasonable,unique service content,information efficiency is not high.Finally,combining with the priority problems in the service area of TX expressway,the objectives and principles of the Service Quality Improvement Program are clarified,this paper puts forward some specific improvement schemes,such as realizing one-stop service,optimizing business model,establishing correct service concept,constructing emergency response and disposal mechanism,extending and transforming and upgrading the function of service area,perfecting the new information service platform,etc.At the same time,in order to ensure that the service quality improvement program can be effectively promoted,we also put forward a number of measures to improve the management system,personnel training,and financial support.The study provides a reference for the evaluation and optimization of customer satisfaction in other expressway service areas,and puts forward a new idea for the operation and development of the TX expressway service area,which is conducive to the establishment of a higher service brand image in the service area,win Greater Social and economic benefits.The suggestion or scheme of this paper hope to have certain reference significance for improving the service quality of other expressway service areas.