中外铁路旅客运输服务质量标准对比研究

Comparative Study on Quality Standards of Chinese and Foreign Railway Passenger Transport Services

我国铁路服务质量监管的研究处于起步阶段,包括铁路客运服务质量标准在内的规范性文件内容简单、原则性强而力度不够,从而增加了服务质量管理在持续改进方面的难度,同时高铁的出现对服务质量提出了新的水平要求,因此有必要重新梳理基于监管的铁路客运服务质量影响因素以推动服务质量标准的完善。从我国铁路客运服务质量标准对铁路客运服务现状的不适应出发,通过研究国外运输行业服务质量标准制定的先进经验并结合服务质量基础理论,从服务质量标准重构、服务质量监督管理及服务质量标准体系框架构成等方面得出启示和建议,为激励铁路运输企业切实提高客运服务质量、保证旅客在铁路客运服务质量监管活动中的参与度、夯实消费者协会等三方机构服务质量监管基础等体系构建的不同方面打下基础。

The study on the supervision of railway service quality in China is in its early stage.The normative documents,including the quality standards for railway passenger transport services,are simple in content,principled,yet inadequate in implementation,thereby adding to the difficulty in continuously improving the service quality management.As the new requirements for HSR service quality arise,it is necessary to outline the factors affecting the quality of railway passenger service based on supervision to improve the service quality standards.Based on the current situation that the domestic standards on railway passenger service quality are inadequate for the status quo of China’s railway passenger service,this paper,combining the basic theories of service quality,studies the advanced experience in the development of service quality standards in foreign transport sector to get inspired and makes suggestions in terms of reconstruction of service quality standards.In this way,the foundation of service quality supervision can be consolidated,resulting in better passenger transport service from the railway transport companies,more involvement of passengers in quality supervision of railway passenger transport service,and a more important role played by the consumers’association,consolidate of tripartite institutions such as consumer associations.