發(fā)布時(shí)間：2018-07-21 12:13

【摘要】：隨著我國經(jīng)濟(jì)發(fā)展進(jìn)入新常態(tài),社會(huì)運(yùn)輸需求結(jié)構(gòu)發(fā)生變化,鐵路運(yùn)輸大宗貨物需求大幅減少,零散白貨等高附加值貨物的運(yùn)輸需求呈現(xiàn)快速增長(zhǎng)態(tài)勢(shì)。中國鐵路總公司為適應(yīng)經(jīng)濟(jì)發(fā)展新常態(tài)和運(yùn)輸市場(chǎng)變化,積極深化鐵路貨運(yùn)組織改革,根據(jù)市場(chǎng)需要增加了鐵路貨物快運(yùn)班列。鐵路貨運(yùn)正在向現(xiàn)代物流轉(zhuǎn)型發(fā)展,全面參與運(yùn)輸市場(chǎng)競(jìng)爭(zhēng),鐵路運(yùn)輸企業(yè)必須提高貨運(yùn)服務(wù)質(zhì)量,以便增強(qiáng)自身市場(chǎng)競(jìng)爭(zhēng)力。本論文以國家鐵路局重點(diǎn)科研課題——《鐵路貨運(yùn)服務(wù)質(zhì)量現(xiàn)狀調(diào)研和監(jiān)督管理政策研究》為依托,對(duì)鐵路貨物快運(yùn)班列服務(wù)質(zhì)量進(jìn)行綜合評(píng)價(jià)研究。論文首先綜述了國內(nèi)外相關(guān)研究成果,較系統(tǒng)地概述了快運(yùn)班列概況及相關(guān)理論;分析了鐵路向現(xiàn)代物流轉(zhuǎn)型發(fā)展以來,貨運(yùn)服務(wù)發(fā)生的變化,并在考慮快運(yùn)班列服務(wù)質(zhì)量安全性、便捷性、經(jīng)濟(jì)性、時(shí)效性、服務(wù)性的特性基礎(chǔ)上,建立評(píng)價(jià)指標(biāo)體系,設(shè)計(jì)快運(yùn)班列服務(wù)質(zhì)量調(diào)查方案;在對(duì)常用的指標(biāo)賦權(quán)方法和服務(wù)質(zhì)量評(píng)價(jià)模型比較分析的基礎(chǔ)上,選擇客戶賦權(quán)法確定指標(biāo)權(quán)重,采用模糊綜合評(píng)價(jià)模型對(duì)快運(yùn)班列服務(wù)質(zhì)量進(jìn)行評(píng)價(jià);同時(shí),采用客戶座談會(huì)的方式對(duì)客戶進(jìn)行深入調(diào)研,進(jìn)一步了解客戶對(duì)快運(yùn)班列的評(píng)價(jià);基于數(shù)據(jù)挖掘思想對(duì)調(diào)查問卷進(jìn)行分析,采用HotSpot關(guān)聯(lián)規(guī)則建模仿真,研究分析客戶對(duì)快運(yùn)班列服務(wù)質(zhì)量的總體感受與評(píng)價(jià)指標(biāo)的關(guān)聯(lián)程度,找出影響客戶滿意度的關(guān)鍵指標(biāo);最后,通過對(duì)快運(yùn)班列定量和定性的綜合評(píng)價(jià),發(fā)現(xiàn)快運(yùn)班列在運(yùn)輸服務(wù)中存在的薄弱環(huán)節(jié),針對(duì)存在的問題提出相應(yīng)的改進(jìn)措施建議,為進(jìn)一步提高鐵路快運(yùn)班列的服務(wù)質(zhì)量,增強(qiáng)其市場(chǎng)競(jìng)爭(zhēng)力,更好地滿足客戶需求提供決策依據(jù)。
[Abstract]:With the economic development of our country entering the new normal, the structure of social transport demand changes, the demand for large quantity of goods in railway transportation decreases substantially, and the demand for high value-added goods such as scattered white goods increases rapidly. In order to adapt to the new normal of economic development and the change of transportation market, China Railway Corporation has actively deepened the reform of railway freight transport organization and increased the number of railway freight express trains according to the needs of the market. Railway freight is transforming to modern logistics and participating in the competition of transportation market. Railway transportation enterprises must improve the quality of freight transport service in order to enhance their market competitiveness. This paper is based on the key scientific research project of the National Railway Administration, "Research on the present situation of Railway Freight Transport Service quality and the Research of Supervision and Management Policy", and makes a comprehensive evaluation study on the service quality of railway freight express train. Firstly, the paper summarizes the domestic and foreign related research results, summarizes the general situation and related theories of express transportation, and analyzes the changes of freight service since the transformation of railway to modern logistics. On the basis of considering the characteristics of service quality, safety, convenience, economy, timeliness and service, the evaluation index system is established, and the investigation scheme of service quality is designed. On the basis of comparing and analyzing the commonly used index weighting method and service quality evaluation model, we select the customer weighting method to determine the index weight, and use the fuzzy comprehensive evaluation model to evaluate the service quality of fast train, and at the same time, In order to further understand the evaluation of express train, the questionnaire is analyzed based on data mining, and the hotspot association rules are used to model and simulate the customers. This paper studies and analyzes the correlation degree between customer's overall feeling and evaluation index on the service quality of express train, and finds out the key indicators that affect customer satisfaction. Finally, through the comprehensive evaluation of quantitative and qualitative analysis of express train service, In order to further improve the service quality of express train and enhance its market competitiveness, this paper finds out the weakness of express train in transportation service, and puts forward corresponding improvement measures in view of the existing problems. Better meet customer needs to provide decision-making basis.
【學(xué)位授予單位】：北京交通大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2017
【分類號(hào)】：U294.1

【參考文獻(xiàn)】

相關(guān)期刊論文 前10條

1 楊國元;史天運(yùn);張秋亮;;基于BP神經(jīng)網(wǎng)絡(luò)的鐵路客運(yùn)服務(wù)質(zhì)量評(píng)價(jià)研究[J];交通運(yùn)輸系統(tǒng)工程與信息;2016年05期

2 蔣玉國;;貨物快運(yùn)班列站停時(shí)間可靠度的研究[J];上海鐵道科技;2016年03期

3 馮芬玲;周廣富;李華鋒;;基于粗糙集的鐵路貨運(yùn)服務(wù)質(zhì)量評(píng)價(jià)研究[J];鐵道貨運(yùn);2016年09期

4 李小波;;鐵路快運(yùn)班列運(yùn)輸時(shí)效性影響因素探討[J];鐵道運(yùn)輸與經(jīng)濟(jì);2016年06期

5 張潔;;淺談鐵路現(xiàn)代物流建設(shè)幾點(diǎn)思考[J];經(jīng)營(yíng)管理者;2016年16期

6 薛貴明;;鐵路貨運(yùn)向現(xiàn)代物流轉(zhuǎn)型研究[J];中國物流與采購;2016年08期

7 李丹;;貨運(yùn)服務(wù)質(zhì)量提升的探討與研究[J];中小企業(yè)管理與科技(上旬刊);2016年04期

8 林山;;基于SERVQUAL的鐵路客運(yùn)服務(wù)質(zhì)量評(píng)價(jià)研究[J];科技與企業(yè);2016年04期

9 許子敏;陸勇;謝旭申;;北京鐵路局零散貨物營(yíng)銷的實(shí)踐與思考[J];鐵道貨運(yùn);2015年12期

10 高小s，

本文編號(hào)：2135489