石家庄站客运服务质量提升研究  

Research on Passenger Transport Service Quality Improvement at Shijiazhuang Railway Station

作　　者：张丽伟 张天伟 商霖 郭倩倩 ZHANG Liwei;ZHANG Tianwei;SHANG Lin;GUO Qianqian(Shijiazhuang Railway Station,China Railway Beijing Group Co.,Ltd.,Shijiazhuang 050004,Hebei,China;School of Traffic and Transportation,Shijiazhuang Tiedao University,Shijiazhuang 050043,Hebei,China;Department of Investment and Development,HCIG Transportation Investment Co.,Ltd.,Shijiazhuang 050051,Hebei,China)

机构地区：[1]中国铁路北京局集团有限公司石家庄站,河北石家庄050004 [2]石家庄铁道大学交通运输学院,河北石家庄050043 [3]河北建投交通投资有限责任公司投资发展部,河北石家庄050051

出　　处：《铁道运输与经济》2022年第3期31-35,41,共6页Railway Transport and Economy

基　　金：河北省社会科学基金项目(HB17GL077)。

摘　　要：合理评价客运服务质量并及时满足旅客需求可以增加旅客流量、提高客运效益。分析铁路车站客运服务质量特性及影响因素,从服务标准制定、实施以及旅客实际感受等方面分析客运服务的实施过程并提出5个服务质量评价维度,结合石家庄站客运服务实际提出17个具体评价指标和指标含义,以便客观对指标进行评价,对旅客、车站管理人员、车站服务人员3类群体通过问卷调查收集相关数据,分析3类群体对石家庄站客运服务质量评价结果,认为石家庄站最需要全面了解旅客需求、完善个性化服务、提升服务态度、提高应急处置能力,进而提出提升石家庄站客运服务质量的对策。研究结果可为石家庄站提高客运服务质量提供参考和借鉴。The reasonable evaluation of passenger transport service quality(PTSQ) and timely satisfaction of passenger demand can elevate the passenger flow and economic efficiency. Thus, this paper firstly summarized the characteristics and influencing factors of PTSQ. Then, the implementing process of passenger transport service was analyzed from aspects including the development and implementation of service standards and actual feelings of passengers, and five assessment indexes of PTSQ were presented. Thirdly, 17 specific assessment indexes and their explanations were put forward to evaluate the indexes accurately on the basis of the actual passenger transport service at Shijiazhuang Railway Station.Additionally, relevant data were collected by requiring passengers, station managers, and station service personnel to complete a questionnaire on PTSQ, and the results were studied. The results show that understanding the overall demand of passengers, perfecting personalized service, improving service attitude, advancing emergency response capability are urgent tasks for Shijiazhuang Railway Station. Therefore, approaches to upgrading PTSQ were proposed, and the research results can provide a reference for Shijiazhuang Railway Station to boost PTSQ.

关 键 词：旅客运输 客运服务质量 石家庄站 评价维度 提升策略 

分 类 号：U293.1[交通运输工程—交通运输规划与管理]