Research On Complaint Management Of Beijing-Zhangjiakou High-speed Railway (Beijing Section) Passenger Stations

The Beijing-Zhangjiakou High-speed Railway is an intercity High-speed railway connecting Beijing and Zhangjiakou in Hebei Province,with two branch lines,Yanqing and Taizicheng.There are 11 stations handling passenger transport business,5 are in Beijing section managed by Beijing North Railway Station of China Railway Beijing Bureau Group Co.,LTD.,and the rest are managed by Zhangjiakou Depot of China Railway Beijing Bureau Group Co.,LTD.High-speed railway passenger complaint refers to the behavior that passengers feel dissatisfied when taking High-speed railway and are driven by dissatisfaction to take measures to require railway departments to protect their legitimate rights and interests.Passenger complaints mainly focus on high-speed rail trains and high-speed rail passenger stations.Based on the work process and service content of passenger stations of Beijing-Zhangjiakou High-speed Railway(Beijing section),this paper comprehensively analyzes the complaint data in 2021.According to the service quality gap model,a questionnaire is designed,and the results are analyzed to find out the causes of complaints from railway internal management.Through multi-angle analysis of the complaint data,it is concluded that the complaints of passengers are mainly made by phone and mobile phone APP,most of the complaints of passengers cannot be dealt with within one hour,the number of complaints of passengers in the third quarter is the largest,and the complaint rates of Qinghe,Beijing North,Badaling Great Wall,Yanqing and Changping stations increased successively.The complaint rate is not related to the number of passengers,and the service attitude and security inspection work account for the largest proportion of all complaints and so on.The paper states that the service of High-speed railway stations is characterized by highly unified standards,strict inspection management,frequent checks and verification of passengers.It has intangibility,synchronicity,heterogeneity and perishable of service products,and these characteristics determine that complaints of High-speed railway passenger stations are inevitable.The objective factors leading to complaints include the impact of the epidemic,passengers’ own responsibility,the management of the junction is not in place,and the number of holiday passengers reached the peak,etc.,and caused by passengers’ own responsibility were identified as untrue by railway departments,which is the majority of it.On the other hand,through the analysis of the results of the questionnaire survey,it is found that the mismatch between the pay and remuneration of railway managers and workers also causes the complaints,there are not enough staff on site When the number of passengers is at its peak,managers do not have a comprehensive understanding of the needs of passengers.In addition,unreasonable incentive mechanism,inconsistent service quality of each station,lack of effective guidance and management of passengers and other reasons also cause the emergence of complaints.Finally,combining with the theories of service quality evaluation,complaint management and service remedy,this paper puts forward to some suggestions,such as increasing income and creating efficiency,perfecting mechanism,conducting in-depth research,strengthening communication,strengthening training,optimizing organization,strengthening coordination and cooperation,and strengthening complaint management.