Research On Customer Service Satisfaction Evaluation Of Expressway Service Area Of Company A

Along with the rapid growth of the domestic economy,the development of China’s traffic and road industry has also made achievements that have attracted the attention of the world.As one of the main facilities,highway service areas play an indispensable role in improving the services of highways,where drivers can refuel,rest and even travel and stay.It not only improves the service system of the highway,but also brings great convenience to passengers,allowing drivers to rest and replenish supplies at fixed points,and brings economic income to the area where the service area is located.However,at present,most of the highway service areas in China have a series of problems such as simple function setting,waste of resources,confusing management and low cost performance.With the improvement of the quality of life requirements of the drivers and passengers,the rapid growth of the business system,and the diversified development of the functions achieved by the highway service,strengthening the overall service quality and level of construction of the service area,and improving the customer satisfaction of the drivers and passengers should become an important task of the highway service area management enterprises.Taking the highway service area of Company A as the research object,firstly,the theories related to customer satisfaction,theoretical models of customer satisfaction indicators and evaluation methods are sorted out;secondly,a systematic analysis is made on the service objects,current operation and management,specific service items and other aspects of the highway service area of Company A;then,drawing on the American customer satisfaction index ACSI model and SERVQUAL model as the basis The evaluation indexes affecting the customer service degree of Company A’s motorway service area were selected,namely commodity price,environmental facilities,service content,service quality and customer loyalty,and the hierarchical analysis method was used to assign values to the evaluation index system of customer service satisfaction of A’s motorway service area;then the method of collecting questionnaires was used to obtain data on customer satisfaction,and scientific and standardized reliability and validity analysis was conducted;finally Using the fuzzy comprehensive evaluation method,the overall score of customer service satisfaction of Company A’s expressway service area is 3.5424,which is "average",and the scores of each index factor are between 3 and 4,and the scores of satisfaction indexes are environmental facilities,service quality,customer loyalty,service content and commodity price,respectively.This indicates that the service area of Company A has not reached the level of basic satisfaction,and should be improved as soon as possible,so as to improve the overall customer service satisfaction.Based on the above empirical analysis,it is proposed that the improvement strategy of customer service satisfaction of Company A includes: developing diversified service contents,reducing commodity prices,improving public infrastructure construction,improving customer reputation of service area and other specific measures,in order to strengthen the foundation and raise the level within the period,promote sustainable development,strengthen the service and shape the image externally,and make every effort to meet the travel service demand of the public,and can provide some theoretical guidance for the service quality improvement of expressway.It can provide some theoretical guidance to improve the service quality of expressways.