基于服务蓝图理论的客运站车方服务质量评价研究

Service quality evaluation on coach customers of coach terminals based on the service blueprint theory

为提升客运站自身市场竞争力,改善其对车方的服务质量管理,以车方客户作为提升服务质量管理对象,在服务蓝图理论的基础上,针对性地建立起具有18项评价指标的车方服务质量评价体系,并应用改进的IPA分析法进行服务质量评价与改进研究,指出客运站应在车方行包服务、司乘人员信息服务以及停车位数量与管理等方面进行重点改进。

In order to enhance market competition of coach terminals and improve the management of service quality,coach customers was chosen as the research object,and a service quality evaluation system including 18 evaluating indicators was set up based on the service blueprint theory. Furthermore,the study on the service quality evaluation and modification was conducted by applying the modified Important Performance Analysis（ IPA）. It is pointed that coach terminals should improve the key service qualities on baggage service,the information service of drivers and conductors,and the number of parking lots.