| 基于SERVQUAL的铁路货物运输服务质量评价 |
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| 引用本文： | 冯芬玲,陈治亚. 基于SERVQUAL的铁路货物运输服务质量评价[J]. 内蒙古农业大学学报(自然科学版), 2007, 28(1): 90-94 |
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| 作者姓名： | 冯芬玲 陈治亚 |
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| 作者单位： | 中南大学交通运输工程学院,长沙,410075;中南大学交通运输工程学院,长沙,410075 |
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| 摘 要： | 定量评价货物运输服务质量是提高铁路货运企业市场竞争力的重要手段。分析了铁路货物运输服务质量评价的现状,认为现行评价缺少理论依据和综合评价方法;试图将SERVQUAL评价方法应用于铁路货物运输服务质量的评价中,对某地区铁路货物运输服务质量进行了基于SERVQUAL的评价,结果显示与事实相符。认为将SERVQUAL评价方法应用于铁路货物运输服务质量的评价中是可行的,但评价准则和子准则选取应体现铁路货物运输服务自身的特性;基于SERVQUAL的铁路货物运输服务质量评价,有助于铁路货物运输质量的提高。
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| 关 键 词： | 铁路货物运输 服务质量 评价 SERVQUAL |
| 文章编号： | 1009-3575（2007）01-0090-05 |
| 修稿时间： | 2006-12-13 |
QUALITY EVALUATION OF RAIL FREIGHT TRANSPOTATION SERVICE BASED ON SERVQUAL |
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| FENG Fen-ling,CHEN Zhi-ya. QUALITY EVALUATION OF RAIL FREIGHT TRANSPOTATION SERVICE BASED ON SERVQUAL[J]. Journal of Inner Mongolia Agricultural University(Natural Science Edition), 2007, 28(1): 90-94 |
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| Authors: | FENG Fen-ling CHEN Zhi-ya |
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| Affiliation: | School of Traffic and Transportation Engineering, Central South University, Changsha, 410075, China |
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| Abstract: | To quantitatively evaluate the freight transportation service quality is an important method to improve the competition ability of the rail freight transportation enterprise.The evaluation actuality of rail freight transportation service quality was analyzed,and it was found that current evaluation method is lack of theory and integrate evaluation means,to the rail freight transportation service quality by the SERVQUAL evaluation method was tried and the rail freight transportation service quality somewhere was evaluated by it,and the result is accord with verity.It is feasible to evaluate the rail freight transportation service quality by the SERVQUAL evaluation method,but it must incarnate the character of the rail freight transportation service when choosing the evaluation rule and sub-rule.It is very useful to improve the rail freight transportation service quality to evaluate the rail freight transportation service quality by SERVQUAL evaluation method. |
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| Keywords: | SERVQUAL |
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