| As China continues to push forward the strategy of building itself into a transport power,it has promoted the rapid development of transport infrastructure,and the mileage of national expressways has increased rapidly,ranking first in the world by 2019.At the same time,in order to meet the basic needs of passengers who choose to travel on expressways,continuously improve the overall service level,and give full play to the economic and social benefits,the operation service level of expressways service areas has become an important industry competition factor.In recent years,the personalized and differentiated needs of passengers have been increasing,and the requirements for comfort and functionality have been constantly rising,which prompts the expressway service area to continuously improve the overall service level and enhance passenger satisfaction,so as to maintain the competitiveness of the industry.As an important carrier of "post station" and "window" on the expressway,the service area analyzes the deficiencies and problems existing in the service process and actively seeks for solutions,which is of great significance to promote the overall operation development of the expressway and the scientific development of the service level.The research object of this article to xibaipo in hebei province expressway(S071)three service area and a parking area,through its development basic situation,design to distribute the questionnaire,analysis and comparison of passengers expectations and service satisfaction,summarizes the problems existing in the service quality and the reason,and put forward xibaipo expressway service area by using service blueprint management service quality improvement measures and safeguard measures,the main research conclusions as follows:(1)Xibaipo Expressway service area adopts the hebei Expressway Service area "six unified" system for management and service,and strengthens the supervision and management of service quality by carrying out the service quality rating work,and standardizing the service workflow.(2)Xibaipo Expressway service area mainly has problems such as weak service awareness and low quality,unreasonable performance appraisal system of management departments,scarce personalized service items,insufficient service quality improvement efficiency,important links to be improved in service process and low overall quality of service personnel.(3)The specific service quality target of Xibaipo expressway service area should be: Luquan Service Area should be built into an "Excellent Service area";Pingshan service area,Gangnan Service area and Xibaipo Parking area have been built into "standard service area".It is necessary to create a holistic management thinking mode for enterprises,provide personalized service projects,formulate diversified incentive mechanisms and performance incentive mechanisms,strengthen the quality improvement of service areas,and improve the overall service quality awareness.Based on the actual situation,this paper analyzes the service quality problems existing in Xibaipo expressway service area,and puts forward relevant opinions and suggestions,so as to provide directions and measures guidance for xibaipo Expressway service area to improve service quality,and meanwhile provide analytical framework and method reference for other expressway service areas to improve service quality. |
