【作者】 张娟；

【导师】 刘耀彬；

【作者基本信息】 南昌大学 ， 工商管理（专业学位）， 2014， 硕士

【摘要】 在服务经济最发达的西方如美、英等国家中，75%的财富和85%的就业机会由服务业所创造提供，在这些发达国家中，市场竞争异常激烈，企业要想生存发展不断壮大并最终脱颖而出，企业必须以顾客需求为导向，并满足不同客户的不同需要。虽然如此，但服务业整体的管理质量和管理水平仍然落后于制造业，在中国，这个现象更为普遍和严重，尤以国有企业为甚。N地铁公司作为一家具有国资背景的城市轨道交通企业，虽然不会面对激烈的市场竞争，也不会面临市场风险，但领导层决定改变目前行业中给人留下服务质量低下的印象，力争通过服务质量测评、满意度调查等工作方式方法提高公司的服务质量和水平，从而使自身成为轨道交通行业的领先者。N地铁公司处于经济发达的长三角地区，该区域内的上海、南京、杭州、苏州、无锡、宁波等大中城市的地铁公司都已先后投入运营，各家公司都为了能够打造自己的品牌而开展了一系列的提升品牌工作，这些公司已经开始意识到服务工作的提升不仅关系到企业形象，同时也影响着企业经营绩效。因此，分析N地铁公司现有的服务质量测评，找出可改善之处，提出对N地铁公司服务提升的相应对策，对该企业今后的持续发展等方面具有重要实践价值。同时，以N地铁公司为案例的探索性研究对提升我国城市轨道交通行业及各地铁公司的服务质量、水平等方面具有一定的参考价值。本文以N地铁公司为案例，在研究和借鉴相关理论、经验的基础之上，分析了公司服务质量测评的外部环境和内部条件，从管理、服务营销、客户满意度等方面进行了讨论。并通过对现有N地铁公司日常服务质量测评进行梳理归纳，发现问题提出需要加以改进之处，结合定量和定性等方法分析乘客的诉求和满意度调查，改进现有的N地铁公司服务测评弊端，完善补充N地铁公司的测评方式方法，最终找出提升N地铁公司服务质量测评的有效途径。更多还原

【Abstract】 Service economy as the most developed industry in western countries,especiallyUnited States, Britain and other countries,75%of the wealth and85%of theemployment opportunities created by the services industry.In these countries, themarket is fiercely competitive, how can we survival and development to stand out?Each enterprise must be guided by the demands of customers,to be able to continue toprovide products that meet customer demand for products and services of their brains.Never the less, the overall quality of management and management level is stilllagging behind manufacturing industry. This phenomenon is more widespread andserious in China,especially in state-owned enterprises. N Metro Corporation is aUrban rail transit enterprises with state-baked, though not the face of fierce marketcompetition or risk, but the leadership of this enterprise decided to change the currentpoor impression,which left poor quality of service in consumer’s mind.They aspire toimprove the quality and level of service through the company’s Service qualityevaluation, satisfaction surveys and other methods, in order to improve the corporateimage,eventually become the industry leaderN Metro Corporation in the economically developed Yangtze River Delta region,most big-middle cities such as Shanghai, Nanjing, Hangzhou, Suzhou, Wuxi, Ningboand other cities in the region,their Metro Corporation has been put into operation,each company has launched a series of work to build their own brand, thesecompanies have begun to realize the service not only to enhance the work of thecorporate image, but also affects business performance. Therefore, It is veryimportant to analysis the existing N Metro Corporation quality of service evaluationand identify the areas for improvement.Put forward the countermeasures ofimproving service is an important aspect of practical value to the ongoingdevelopment of enterprises in the future. Meanwhile, exploratory research to the NMetro Corporation has a certain amount of reference value for China’s urban railtransit industry to improve the quality of service.In this paper, take N Metro Corporation for the case to study.not only in theory, but also on the basis of experience to analysis the quality of service of the company’sevaluation under the external environment and internal conditions, discuss in terms ofmanagement, services marketing, customer satisfaction. Through comb the existingdaily evaluation of service quality,this paper summarizes and find the issues raisedneed to be improved, using quantitative and qualitative methods to analysis thepassenger satisfaction and demands surveys, find the best way to improving existingservices evaluation and perfect complement evaluation method of N MetroCorporation, and ultimately to find an effective way to improve the quality of serviceevaluation of the N Metro Corporation更多还原