基于SERVQUAL模型的钢轨焊接监督服务质量评价模型研究  

Research on Evaluation Model of Rail Welding Supervision Service Quality Based on SERVQUAL Model

作　　者：高博 GAO Bo

机构地区：[1]中铁物总技术有限公司,北京100071

出　　处：《铁道技术监督》2024年第11期26-30,35,共6页Railway Quality Control

摘　　要：介绍钢轨焊接监督主要内容。以钢轨焊接监督服务质量评价为切入点,基于SERVQUAL模型,结合钢轨焊接监督服务的特点和特性,构建钢轨焊接监督服务质量评价模型及其指标与权重。以呼和浩特焊轨质量监督站为例,利用建立的评价模型,评价目前驻场钢轨焊接监督服务质量,并采用IPA模型分析评价结果,识别既有服务工作的优势、劣势及需要改进的方向,分析存在的不足,提出服务质量提升方案,以期为国内监督服务质量评价管理提供借鉴和参考。This article introduces on the main content of rail welding supervision.Taking the evaluation of rail weld⁃ing supervision service quality as the starting point,based on the SERVQUAL model and combined with the charac⁃teristics and features of rail welding supervision services,an model with evaluation indicators and their weights is con⁃structed to evaluate rail welding supervision service quality.Taking Hohhot rail welding supervision service quality station as an example,the established evaluation model is used to evaluate the current on⁃site rail welding supervision service quality,and the IPA model is used to analyze the evaluation results.The advantages,disadvantages,and direc⁃tions for improvement of the existing service work are identified,and the shortcomings are analyzed.A service quality improvement plan is proposed to provide reference and guidance for domestic supervision service quality evaluation management.

关 键 词：钢轨焊接 质量监督 SERVQUAL模型 服务质量评价 

分 类 号：U213.92[交通运输工程—道路与铁道工程]