铁路客运电子支付投诉处理机制优化的研究

Optimization of complaint handling mechanism of railway passenger electronic payment

为解决铁路客运电子支付投诉处理存在的流程繁琐、方式单一等问题,从客票系统票价、退款金额、投诉退款类型等方面进行分析,对电子支付投诉处理机制进行优化,提出了根据金额、类型、普遍性等因素进行分级审批办理的机制,同时引入风险资金池机制,实现对符合退款条件的投诉进行先赔付、再分析的客户优先机制。阐述了2种处理机制在铁路客运电子支付投诉处理中的优越性及可行性,该优化研究可达到提高退款投诉处理时效性,提升旅客满意度的目的。

In order to solve the problems of cumbersome process and single way in dealing with railway passenger electronic payment complaints,this paper analyzed the fare,refund amount and complaint refund type of the railway ticketing and reservation system,optimized the complaint handling mechanism of electronic payment,put forward the mechanism of hierarchical examination and approval according to the amount,type,universality and other factors,at the same time,introduced the mechanism of risk fund pool to implement the customer priority mechanism to make compensation first and then analyze the complaints that meet the refund conditions.The paper also expounded the advantages and feasibility of two handling mechanisms in dealing with refund complaints of railway passenger transport.The optimization study can achieve the purpose of improving the timeliness of handling refund complaints and improving the satisfaction of passengers.