提升兰州局集团公司货运服务质量对策探讨

Countermeasures Exploration to Improve Cargo Service Quality of China Railway Lanzhou Group

在“交通强国铁路先行”战略背景下,促进铁路货运改革,支撑地区经济发展,对于不断更新货运服务理念,满足客户运输需求,提高铁路货运服务质量,具有十分重要的意义。结合兰州局集团公司货运基本情况,从服务意识、服务效率、营销策略、评估体系、基础设施方面进行了分析,发现服务意识低和服务效率低的问题最为影响客户体验和满意度。因此,提出了强化服务理念构建服务品牌、优化服务流程提升服务效率、整合物流资源发挥自身优势、完善服务体系建立评价机制、推进新技术应用实现基础设施升级等对策建议,以利于进一步提高铁路货运服务质量,降低营销成本,打造货运品牌,提升客户满意度,发挥铁路货运在交通运输中的引领作用。

In the context of the“Building a Strong Transportation Country with Railways Taking the Lead”strategy,it is of great importance to promote railway freight reform and support regional economic development for constantly updating the concept of cargo services,meeting the customer transport needs and improving railway freight service quality.This paper analyzed the basic situation of freight transport of China Railway Lanzhou Group from the aspects of service awareness,service efficiency,marketing strategies,evaluation systems and infrastructure,and found that the problems of low service awareness and low service efficiency most affected customer experience and satisfaction.Therefore,strategies were proposed to strengthen the service concept to build a service brand,optimize service processes to enhance service efficiency,integrate logistics resources to exploit their advantages,improve the service system to establish an evaluation mechanism,and promote new technology application to achieve infrastructure upgrades.These recommendations aim to help further improve railway freight service quality,achieve lower marketing costs,build freight brands,improve customer satisfaction and leverage the leading role of railway freight in transportation.