厦门北站的客运服务质量评价

Evaluation of passenger service quality at Xiamen north railway station

2018年上半年,铁路完成客运量16.2亿人,同比增长8.0%,其中高铁客运量占比超五成。越来越多的人选择铁路出行,铁路车站的客运服务质量开始受到旅客的关注。厦门北站作为厦门市最主要的枢纽车站,客流复杂,流量较大,论文结合厦门北站客运服务设施和客运服务工作的具体情况,设计了一份以旅客需求为中心的问卷,利用SERVQUAL模型和相关的统计分析,并对数据的可靠性进行检测,形成一套评价指标模型,从中发现存在的问题,力求提高厦门北站的客运服务的水平和技术。

In the first half of 2018,railway carried 1.62 billion passengers,an year-on-year increase of 8.0%,among which high-speed rail carried more than 50%.More and more people choose to travel by rail,and the quality of passenger transport services at railway stations has begun to attract the attention of passengers.As the most important hub station in Xiamen City,Xiamen North Railway Station has complex passenger flow and large traffic flow.Based on the specific conditions of passenger service facilities and passenger service work in Xiamen North Railway Station,a questionnaire based on passenger demand is designed to utilize the SERVQUAL model.The related statistical analysis,and the reliability of the data is tested to form a set of evaluation index models,discovered the existing problems to improve service and technology of Xiamen North station.