铁路商品汽车“门到门”物流服务质量评价指标体系构建探讨  

Research on the Construction of“Door-to-Door”Railway Logistics Service Quality Evaluation Index System for Commercial Vehicles

作　　者：姚军亮 YAO Junliang(Cold Chain Logistics Department,China Railway Special Cargo Logistics Co.,Ltd.,Beijing 100054,China)

机构地区：[1]中铁特货物流股份有限公司冷链物流部,北京100054

出　　处：《铁道货运》2021年第9期39-44,共6页Railway Freight Transport

基　　金：中国铁路总公司科技研究开发计划课题(N2018J022)。

摘　　要：在国家加快推动大宗及中长途货物运输向铁路转移的背景下,铁路商品汽车运量和市场份额逐年递增。为提升铁路商品汽车“门到门”物流服务质量整体水平,有必要开展铁路商品汽车“门到门”物流服务质量评价工作。阐述铁路商品汽车“门到门”物流服务的特点、流程现状、物流服务质量问题,基于双客户(汽车主机厂和4S店)视角,根据铁路商品汽车“门到门”物流服务质量评价指标的构建目的和原则,从订单受理、物流过程、客户评价3个维度构建铁路商品汽车“门到门”物流服务质量评价指标体系,以提升铁路商品汽车“门到门”物流市场竞争力。In the context of China’s speeding up the shift of mass freight and medium-and long-distance freight transportation to railways,the volume and market share of commercial vehicles transported by railways are increasing year by year.In view of this,the quality evaluation of“door-to-door”railway logistics services for commercial vehicles is imperative for the overall service quality enhancement.This paper expounded the characteristics,process status,and problems in logistics service quality of“door-to-door”railway logistics services for commercial vehicles.From the perspective of double customers(automakers and 4S stores),this paper studied the construction purpose and principle of“door-to-door”railway logistics service quality evaluation indexes for commercial vehicles and then constructed the target system from three dimensions of order acceptance,logistics process and customer evaluation.The constructed system is expected to improve the market competitiveness of“door-to-door”railway logistics services for commercial vehicles.

关 键 词：铁路 “门到门”物流 商品汽车 双客户 服务质量 评价指标体系 

分 类 号：U294.1[交通运输工程—交通运输规划与管理]