铁路货运网上营业厅发展策略研究

Study on Development Strategy of Online Business Hall of Railway Freight Transportation

为提高铁路货运服务信息化水平,在阐述社会物流企业和铁路货运网上营业厅发展现状的基础上,针对铁路货运网上营业厅存在的服务能力不足、业务内容单一、盈利能力弱等问题,借鉴社会物流企业网上营业厅的发展经验,设计自助服务、账户管理、产品与服务、行业解决方案、客户服务与帮助5大业务板块,以及收取会员费用、收取增值服务费用、资金沉淀、广告收入4种盈利模式,并提出提升客户忠诚度、树立行业权威与地位、采取多元化盈利手段的分阶段发展策略,从而推进铁路货运服务质量、效率及效益的提升。

In order to increase informationization level of railway freight transport service, on the basis of discussing development status of social logistics enterprise and online business hall of railway freight transportation, targeting with problems in deficient service capacity, single business content and weak profitability, by referring development experience of online business hall of social logistics enterprise, 5 major business modules（including self-service, account management, products and services, industry solutions, customer service and help） and 4 benefit models（including membership expense collecting, value-added service fund collecting, fund sedimentation and advertising income） were designed. This paper puts forward the stage-based development strategy, such as increasing customer loyalty, establishing industry authority and position and applying diversified benefit approaches, so as to improve service quality, efficiency and benefit of railway freight transportation.