【摘要】：在高速發(fā)展的現(xiàn)代社會(huì)中,人們的生活水平不斷提高,人們不僅對(duì)實(shí)物商品的要求越來越高,而且對(duì)無形的服務(wù)質(zhì)量也有了更高的標(biāo)準(zhǔn),從原來的“接受服務(wù)”變成了“享受服務(wù)”。在這種大背景下,經(jīng)緯公司作為老國(guó)企長(zhǎng)途公路客運(yùn)公司的代表,要想在客運(yùn)行業(yè)有一席之地,就必須不斷找出自身的問題和癥結(jié),并不斷改進(jìn)、完善。只有這樣,才能與時(shí)俱進(jìn),繼續(xù)發(fā)展下去。 本文通過經(jīng)緯公司幾個(gè)典型案例來綜合分析經(jīng)緯公司客運(yùn)服務(wù)質(zhì)量方面的問題,具體如下： 1.介紹了沈陽經(jīng)緯客運(yùn)有限公司的客車運(yùn)營(yíng)情況和典型案例。 2.依據(jù)服務(wù)質(zhì)量、全面質(zhì)量管理等理論提出了長(zhǎng)途公路客運(yùn)服務(wù)質(zhì)量的特征和屬性,為下一步的分析提供理論基礎(chǔ)。 3.依據(jù)SERVQUAL評(píng)價(jià)方法、層次分析法和差距分析模型,通過調(diào)查問卷的方式收集到旅客對(duì)理想客運(yùn)服務(wù)的標(biāo)準(zhǔn)、可接受客運(yùn)服務(wù)的標(biāo)準(zhǔn)以及乘坐經(jīng)緯公司客車所感知的客運(yùn)服務(wù)情況三方面數(shù)據(jù),并通過質(zhì)量管理工具統(tǒng)計(jì)、運(yùn)算并找出引起問題的關(guān)鍵性屬性和關(guān)鍵性因素。 4.針對(duì)總結(jié)出的關(guān)鍵性屬性和因素,一一進(jìn)行對(duì)應(yīng)的改進(jìn)和完善,提出合理的解決方法,從而提高服務(wù)質(zhì)量。 5.總結(jié)出長(zhǎng)途公路客運(yùn)服務(wù)質(zhì)量控制,據(jù)此,可以對(duì)公司解決各種質(zhì)量問題有一定的參考價(jià)值。
[Abstract]:In the rapid development of modern society, people's living standards are constantly improving. People not only have higher and higher demands on physical goods, but also have higher standards for intangible service quality. From the original "receive services" to "enjoy the service." Under this background, Jingwei Company, as the representative of the old state-owned long distance highway passenger transportation company, in order to have a place in the passenger transport industry, must constantly find out its own problems and sticking points, and constantly improve and perfect. Only in this way can we keep pace with the times and continue to develop. This paper comprehensively analyzes the quality of passenger transport service of Jingwei Company through several typical cases, as follows: 1. This paper introduces the operation and typical cases of Shenyang Jingwei passenger Transport Co., Ltd. According to the theory of service quality and total quality management, this paper puts forward the characteristics and attributes of the service quality of long-distance highway passenger transportation, which provides the theoretical basis for the next analysis. According to SERVQUAL evaluation method, Analytic hierarchy process (AHP) and gap analysis model, the standard of passenger's ideal passenger service is collected by questionnaire. The standard of acceptable passenger service and the three aspects of data of passenger service perceived by Jingwei passenger bus are calculated and found out by statistics of quality management tools. 4. According to the key attributes and factors summarized, the corresponding improvement and perfection are carried out one by one, and the reasonable solutions are put forward to improve the service quality. The quality control of long-distance highway passenger transport service is summarized, which can be used as a reference for the company to solve all kinds of quality problems.
【學(xué)位授予單位】：遼寧大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2012
【分類號(hào)】：F274;F542.6

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