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铁路运输在我国国民经济体系中起举足轻重的作用,在国内运输市场中有不可动摇、不可替代的地位。但随着国民经济的发展,民航、公路等运输方式的迅速崛起,铁路运输面临着市场份额的争夺。如何在这场争夺战中取得胜利是必须思考问题,在这场没有硝烟的战争中,比的是价格、旅行时间、服务质量等等,其中要提高服务质量首先要了解旅客的需求,了解旅客对现阶段服务的意见和建议,从而有针对性地改进和完善服务制度。因此本文针对旅客满意度测评及提高旅客满意度的措施加以阐述。
Rail transport plays an important role in the national economy of our country and has an unshakable and irreplaceable position in the domestic transport market. However, with the rapid development of the national economy and the rapid growth of transportation modes such as civil aviation and highways, the railway transportation is facing a battle for market share. How to win the war in this battle is a question that must be considered. In this war where there is no smoke, the price, travel time, quality of service and so on. Among them, to improve the quality of service, we must first understand the needs of passengers, Opinions and suggestions on the current stage of service, so as to improve and perfect the service system. Therefore, this article aims at the evaluation of customer satisfaction and measures to improve customer satisfaction.