客运专线旅客服务质量评价体系研究

The study on assessment system of the special line for passenger transport passenger

未来客运专线运输市场将面对日益激烈的市场竞争和旅客不断提升的、高质量的服务需求,为了获得持续稳定的客流,必须不断提升服务水平。文章以既有线客运服务系统为基础,从旅客的角度出发,结合航空旅客服务系统,构建了客运专线服务质量评价体系,为判别客运专线服务质量提供了一种可行方法。

In the future, the market of the special line for transport passenger will be faced with increasingly fierce competition and the better demand of the service quality. In order to keep sustained and steady the number of passengers, service quality must be improved. This paper based on the passenger services systems of the existing line, concerned about the needs of customers, reference the air passenger service system, constructed the evaluation system of service quality of the special line for transport passenger. It provided a feasible method to evaluate serviee quality of the special line for transport passenger.