大连火车站服务质量统计分析

Evaluation of Service Quality of Dalian Railway Station

在调查大连火车站的服务现状及服务内容的基础上,构建了16项评价指标,并采用问卷调查的方式获得了相关数据,运用统计学中的标准单位法计算并得到了大连火车站服务质量的评价结果.评价结果表明:服务人员服务的主动性和热情度是大连火车站服务工作中需要着重改进的方面.

On the basis of service actuality and contents of Dalian Railway Station, sixteen evaluation indexes are established. The relavent data is obtained by questionnaires, and the evaluation result of Dalian Railway Station service quality is obtained by using standard units method. The result indicates that the initiative and the enthusiasm of the service personnel are the aspects which need to be greatly improved in Dalian Railway Station.