提高客运段客运服务质量对策研究

中 期 报 告

题目： 报告人：

一、总体设计

二、框架（框图）

三、进展情况

四、指导教师意见

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结 题 验 收

一、完成日期

二、完成质量

三、存在问题

四、结论

指导教师：年 月 日IX

中 文 摘 要

铁路旅客运输业作为国民经济中重要的服务行业，要想在目前竞争日益激烈的旅客运输市场中占有一席之地并能站稳脚跟，不仅需要实现数量的扩充，更重要、更迫切的是要实现旅客运输质量，尤其是服务质量的提高。这已经不仅仅是铁路旅客运输企业生存与发展的战略性问题，更是在目前铁路旅客运输企业经营状况不容乐观，旅客运输市场竞争又日益激烈的情况下提高铁路客运企业社会效益和增加市场占有份额的重要途径。

随着我国经济的不断发展和民航、公里运输网的不断不善及人们时间观念的不断加强，人们对外出旅行的舒适性和便捷性提出了越来越高的要求，这就使得传统的铁路运输受到民航和公里运输的竞争不断加强，铁路承接短途和长途的能力受到很到的挑战，客源日益减少，为了提高铁路在运输行业中的竞争力量，发挥自己在服务行业中的优势，就必须把客运服务质量提上去，这样才会获得更多的客源和较高的乘客满意度。

关键字：客运，服务人员，旅客

ABSTRACT

Railway passenger transport industry as an important service industry in national economy, to be in the current increasingly competitive market occupies a place in the carriage of

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passengers and can hold their own, not only need to implement quantity expansion, more important, more urgent is to realize the quality of passenger transport, especially the improvement of service quality. This has not only the railway passenger transport enterprise survival and development of strategic issues, especially in the current railway passenger transport enterprise management situation is not optimistic, passenger transport and increasingly competitive market conditions to improve the railway

passenger transport enterprise social efficiency and the important way to increase market share.

With the continuous development of our country's economy and civil aviation, km network of poor and people of the concept of time strengthen continuously, comfort and convenience of travel put forward higher request, this makes the traditional railway transportation, civil aviation and km competition continuously strengthen transportation, railroad carries on short and long distance is to challenge the ability of customers increasingly reduce, in order to improve the railway transportation industry in the competitive power, give play to its advantages in the service industry, we must bring up passenger service quality, such ability can have more customers and higher passenger satisfaction.

Key words: passenger transport, service personnel and travelers

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