铁路客运服务质量的本质分析

Analysis of the Nature of Railway Passenger Transport Service Quality

铁路客运的服务质量不仅影响客运企业的发展 ,而且直接影响旅客的生活质量、生活情绪 ,甚至会影响改革开放的进程。因此 ,研究服务质量的内涵与特征 ,提高铁路服务质量 ,已成为当前我国铁路客运工作中刻不容缓的任务。

Railway passenger transport service quality influences not only the development of the transportation enterprise, but also the living quality or the living mood, even the progress of the opening and reforming.It has heen a very urgent task of railway transportation in our country to study the characteristic and intension of service quality and to improve the railway passenger transport service quality.