【摘要】：隨著我國經(jīng)濟發(fā)展進入新常態(tài),社會運輸需求結(jié)構(gòu)發(fā)生變化,鐵路運輸大宗貨物需求大幅減少,零散白貨等高附加值貨物的運輸需求呈現(xiàn)快速增長態(tài)勢。中國鐵路總公司為適應經(jīng)濟發(fā)展新常態(tài)和運輸市場變化,積極深化鐵路貨運組織改革,根據(jù)市場需要增加了鐵路貨物快運班列。鐵路貨運正在向現(xiàn)代物流轉(zhuǎn)型發(fā)展,全面參與運輸市場競爭,鐵路運輸企業(yè)必須提高貨運服務質(zhì)量,以便增強自身市場競爭力。本論文以國家鐵路局重點科研課題——《鐵路貨運服務質(zhì)量現(xiàn)狀調(diào)研和監(jiān)督管理政策研究》為依托,對鐵路貨物快運班列服務質(zhì)量進行綜合評價研究。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,貨運服務發(fā)生的變化,并在考慮快運班列服務質(zhì)量安全性、便捷性、經(jīng)濟性、時效性、服務性的特性基礎(chǔ)上,建立評價指標體系,設(shè)計快運班列服務質(zhì)量調(diào)查方案;在對常用的指標賦權(quán)方法和服務質(zhì)量評價模型比較分析的基礎(chǔ)上,選擇客戶賦權(quán)法確定指標權(quán)重,采用模糊綜合評價模型對快運班列服務質(zhì)量進行評價;同時,采用客戶座談會的方式對客戶進行深入調(diào)研,進一步了解客戶對快運班列的評價;基于數(shù)據(jù)挖掘思想對調(diào)查問卷進行分析,采用HotSpot關(guān)聯(lián)規(guī)則建模仿真,研究分析客戶對快運班列服務質(zhì)量的總體感受與評價指標的關(guān)聯(lián)程度,找出影響客戶滿意度的關(guān)鍵指標;最后,通過對快運班列定量和定性的綜合評價,發(fā)現(xiàn)快運班列在運輸服務中存在的薄弱環(huán)節(jié),針對存在的問題提出相應的改進措施建議,為進一步提高鐵路快運班列的服務質(zhì)量,增強其市場競爭力,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.
【學位授予單位】：北京交通大學
【學位級別】：碩士
【學位授予年份】：2017
【分類號】：U294.1

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