Research On Service Quality Evaluation Of D Railway Freight Center Of Shenyang Railway Group

As an enterprise specifically responsible for railway freight business in various railway bureaus,railway freight centers face problems such as delayed customer demand response,inflexible freight rate adjustment,and inaccurate arrival time of goods when providing freight services to customers,resulting in them being at a disadvantage in market competition with other transportation methods.In recent years,on the one hand,the competition in the freight market has been continuously intensifying,and on the other hand,the advantages of the national "dual carbon" policy and the "road to rail" policy have been highlighted.Faced with the coexistence of risks and opportunities,various railway bureau and group companies must seize the opportunity to avoid risks and increase the market share of railway freight,in order to improve the service quality of railway freight centers.Therefore,establishing a service quality evaluation system for railway freight centers,evaluating the service quality of railway freight centers,identifying the main factors that affect the service quality of railway freight centers,and analyzing and improving them have become urgent issues that need to be addressed.Firstly,this article selects the SERVQUAL model as the evaluation method,and combines the basic situation of railway freight centers to revise and expand the SERVQUAL model,adding two dimensions of economy and information,and constructing a railway freight center service quality evaluation system that includes 7 dimensions and 23 evaluation indicators.Secondly,based on the established evaluation system,this article conducted a questionnaire pre survey.After confirming the rationality of the evaluation system and survey questionnaire,an empirical study was conducted on the D Railway Freight Center(hereinafter referred to as the "D Railway Freight Center")of Shenyang Railway Bureau Group Co.,Ltd.The comprehensive total score of the service quality of the D Railway Freight Center was obtained,and the IPA model was used to conduct a more scientific and accurate analysis of the evaluation results.Finally,based on the research results above,a service quality improvement strategy is proposed for D Railway Freight Center from four aspects: key maintenance,secondary maintenance,secondary improvement,and key improvement.This provides reference for the improvement and enhancement of D Railway Freight Center’s service quality.