Research On The Quality Evaluation Of Freight Forwarding Service In Handan Freight Center Of Beijing Railway Bureau Group Corporation

In 2013,the railway implemented the reform of freight transport organization,opening a new chapter in the transformation of railway freight transport into a modern logistics enterprise.While welcoming opportunities,railway freight also faces many challenges.The external market share has declined due to the impact of modern logistics industries such as roads and aviation;Lack of service awareness and low competitiveness.In the face of challenges,the railway freight transport should face the weaknesses directly,take improving the service quality of enterprises as the starting point,and improve the competitiveness.So how to improve the service quality is an urgent problem to be solved.This thesis takes Handan Freight Center as the research object,evaluates the service quality,and puts forward improvement strategies.The research contents are as follows: First of all,the research status of railway freight service quality at home and abroad is sorted out.Combining the process and characteristics of railway freight handling,two dimensions of economy and information are added on the basis of SERVQUAL scale,and the service quality evaluation index system of Handan Freight Transport Center is constructed,which includes 7 dimensions and 23 indicators.Based on this,the service quality questionnaire of Handan Freight Transport Center is designed,In order to obtain customer satisfaction and index importance scores,the service quality scores of Handan Freight Center are finally calculated.Secondly,on the basis of the IPA model,the difficulty degree is introduced,and a three-dimensional analysis model including the difficulty degree is built to analyze the ways to improve the service quality.Third,take Handan Freight Center as the research object to carry out empirical analysis,identify its advantages,disadvantages and difficulties,and propose improvement strategies.The research shows that the service quality of Handan Freight Center is below the middle level.The customer was most satisfied with two services,such as timely and convenient business handling,and was least satisfied with the freight train service;Customers pay the lowest attention to the environmental facilities in the business hall,on the contrary,they attach great importance to the freight train operation.Employees of the enterprise believe that it is the most difficult to improve the safety of cargo transportation,and the least difficult to improve employees’ professional quality and service attitude.Suggestions for improving service quality are as follows: First,grasp the two core advantages such as cargo transportation safety;Focus on the advantages of 7 items such as diversified acceptance channels;Second,take immediate action to improve the timely and flexible price adjustment and other two major weaknesses;Make plans and improve the transparency of charging standards;6 marginal disadvantages,such as timely settlement of claims,should be improved at the right time.This paper not only has guiding significance for Handan Freight Center to improve service quality and develop freight business,but also plays a beneficial supplement to the research in the field of railway freight service quality.