关于铁路客运服务产品质量的量化探讨

Exploration of the Measuring Quality of the Service Product of Railway Passenger Transportation

铁路是我国经济的大动脉,尤其是客运面向亿万旅客服务,如何对其提供的无形服务产品的质量进行量化考察,是悬而未决的理论和实践问题。本文借鉴现代服务营销理论,结合铁路客运的实际,在对铁路客运服务产品质的规定性进行研究的前提下,着重对其量的测度等问题进行了探索。提出了测度铁路客运服务产品质量的5大属性24个因素(指标)的量化模型,并通过T1/2次客车的问卷调查进行了实征研究,验证了上述量化模型具有科学性,是可行的。

Railway is the main artery of national economy.The railway passenger transportation serves for hundreds of millions of people.How to measure the quality of its intangible service is a problem unsolved either in theory or in practice.The article combines the theory of modern service marketing with practice of product of railway passenger transportation,studies the essence of service product of railway passenger transportation, pays attention on the measuring its quality, puts forward a quantitive model with five attributes and twenty four indices and examines it by positive research of questionares of T1/2 passenger trains.The result shows that the model is scientific and feasible.