Service Quality Evaluation And Research Of High Speed Rail Express Based On Customer Perception Perspective

With the continuous development of China’s e-commerce industry,China’s express delivery industry has also developed rapidly.As a new express service mode,high-speed rail express is favored by consumers.However,due to the high requirements for punctuality and safety of high-speed rail express services,high-speed rail express still has problems that run counter to the development of market economy in many aspects such as concept,operation and operation.With the continuous improvement of living standards,people’s demand for express service quality is also increasing.Therefore,service quality has become the focus of enterprise development.At present,there are few studies on the service quality of high-speed rail express delivery.It is necessary to study the service quality evaluation system.How to improve the service quality of high-speed rail express delivery has become an urgent problem to be solved.The purpose of this study is to explore the strategy of improving the service quality of high-speed rail express delivery,so as to meet the needs of consumers for high-speed rail express delivery services,and provide a theoretical basis for evaluating the service quality of high-speed rail express delivery.Based on the perspective of customer perception,this study combs and summarizes the service quality elements perceived by customers by consulting the relevant literature on the service quality of high-speed rail express,and constructs a service quality evaluation index system sui Tab.for high-speed rail express in Hefei Railway Express Business Station.The customer perception data of high-speed rail express service were collected by questionnaire survey,and the collected questionnaire data were collated and tested by SPSS software.The reliability and validity of the questionnaire were analyzed to ensure that the reliability and validity of the questionnaire met the requirements.Using SERVPERF service quality theory,the key factors affecting the service quality of Hefei Railway Express Business Station are divided into five dimensions and twenty-two indicators.Through empirical research,the indicators are weighted to calculate the final score of service quality,and the evaluation results are obtained.The research results showed that the overall service quality customer satisfaction score of Hefei Railway Express Business Station was between general and satisfactory,and the service quality needs to be improved.Combined with the PIA analysis method,the indicators were divided into four regions,and different indicators were scattered in four regions.Different measures were taken for the focus area and the improvement area.By strengthening the awareness of active claims,improving the “door-to-door”transportation mode,setting reasonable freight rates,flexibly adapting to the market,optimizing the logistics network,improving the transportation mode,accelerating the response speed,timely information feedback,enhancing service awareness,and providing customized services for customers,the quality of high-speed rail express services is improved,customer satisfaction is continuously enhanced,and the competitiveness of high-speed rail express is improved.Figure 14 Tab.11 Reference 67...