基于SERVQUAL模型的拉林铁路客运服务质量评价研究

Service Quality Evaluation of Passenger Transportation of Lhasa-Nyingchi Railway Based on SERVQUAL Model

随着西藏铁路运输业的迅速发展,拉林铁路在西藏自治区承担着重要的旅客运输任务,是促进西藏城市交流的重要纽带,对当地经济、社会、环境和民生等方面都产生了积极的影响,而且拉林铁路客运服务质量水平提升有利于不断吸引和扩大拉林铁路客流市场份额,加强西藏地区间的文化交流,增进民族团结和社会和谐。通过基于国内客运服务质量和旅客满意度的研究,结合拉林铁路运营现状,构建基于SERVQUAL模型的拉林铁路客运服务质量评价指标体系。以拉林铁路为研究对象,依据旅客调查问卷数据,采用SERVQUAL模型方法评测拉林铁路客运服务质量,直观反映了拉林铁路客运服务质量与乘客期望间的差距。在此基础上,提出拉林铁路客运服务质量改进建议,助力西藏经济的协调发展。

The Lhasa-Nyingchi Railway undertakes an important role of passenger transportation in the Xizang Autonomous Region with the rapid development of Xizang's railway industry.As an important link for intercity exchanges in Xizang,this railway promotes the local economy,society,environment and people's wellbeing.Moreover,improving the quality of passenger transportation service of the Lhasa-Nyingchi Railway will help increase the passenger traffic market share,strengthen cultural exchanges between Xizang regions,and promote national unity and social harmony.Based on the survey of domestic passenger service quality and passenger satisfaction,combined with the current operation status of the railway,a SERVQUAL model-based evaluation index system for passenger service quality is built.Taking the Lhasa-Nyingchi Railway as the research object,the SERVQUAL model method is used to evaluate the quality of passenger service based on passenger survey questionnaire data.The results show directly the gap between the quality of passenger service and passenger expectations.On this basis,suggestions on improving the quality of passenger transportation service of Lhasa-Nyingchi Railway are put forward to help the coordinated development of Xizang's economy.