论文部分内容阅读
本文从高铁顾客对服务质量体验角度出发,借鉴美国顾客满意度指数模型,结合服务质量SERVQUAL量表,构建高速铁路顾客满意度测评指标体系。根据测评体系内容设计调查问卷,并以沪宁城际铁路为例进行实证分析。计算出沪宁城际铁路顾客满意度指数,对测评结果进行分析说明,提出提高顾客满意度的对策建议。
In this paper, high-speed rail customer experience of quality of service point of view, drawing on the US customer satisfaction index model, combined with quality of service SERVQUAL scale, build high-speed railway customer satisfaction evaluation index system. According to the content of the evaluation system design questionnaire, and to Shanghai-Nanjing inter-city railway as an example for empirical analysis. Calculate the customer satisfaction index of Shanghai-Nanjing Intercity Railway, analyze the results of the evaluation, and put forward countermeasures and suggestions to improve customer satisfaction.