【作者】 严琦；

【导师】 李宗平；

【作者基本信息】 西南交通大学 ， 交通运输工程， 2006， 硕士

【摘要】 近年来,西安火车站旅客发送量逐年递增,运输进款收入连续八年保持近一亿元的增长幅度。在现有运能条件下,面对日趋激烈的市场竞争,如何进一步增强自身的市场竞争能力,巩固旅客运输市场的主导地位,是西安火车站管理者当前面临和急需解决的问题。走“质量效益型”企业发展的道路,是市场经济条件下铁路运输企业的必由之路。本文围绕铁路客运站的服务质量问题,通过对铁路运输行业总体情况的描述和有关车站质量管理存在问题的分析,运用质量管理和系统分析的理论方法,建立了车站客运质量综合评价体系,并根据有关数据和信息,对西安火车站2000—2002年客运质量进行了综合评价和实证分析。在车站运输能力没有明显增加的条件下,要继续巩固和扩大铁路旅客运输的市场份额,指出车站的唯一出路就是提高旅客运输质量。本文所研究的重点正是在这种背景下,西安火车站如何面对市场竞争,立足自身条件,采用系统化方法,加强质量管理,切实提高客运质量的问题。并在此基础上,围绕对车站客运质量影响最大的营销质量因素进行了细化的研究,提出了西安火车站的战略发展目标、营销方案和实施控制策略,从而制定了车站客运质量的改进措施。通过对铁路运输行业总体情况的描述和西安火车站具体信息、数据的收集、整理及分析,运用质量管理和系统分析的理论方法进行研究,建立了车站客运质量综合评价体系,并经过实证分析,提出了西安火车站客运质量改进方案。进而从“用户满意”观点出发,提高客运质量,树立“大质量”的观念,开展客运联合运输,做好铁路与其他运输方式的衔接。努力创造铁路与其他运输方式的联合运输的共赢局面。运用质量管理和系统分析的理论方法,在建立综合评价体系的基础上,对客运质量及其所包含的营销质量的研究,不仅为西安火车站适应环境变化、不断改进管理提供了研究分析思路,对西安车站的进一步改革具有一定的参考价值。更多还原

【Abstract】 In recent years, passenger of Xi’an railway station traffic volume increase progressively year by year , transport income income keep yuan of increasing degrees for eight years in succession. In existing to it transports to be can under the condition, in the face of fierce market competition day by day, how strengthen one’s own market competitive power further, consolidate passenger transport leading status of market, it is administrator, railway station of Xi’an, that face the problem that and badly in need of solution at present. Take the road to enterprise’s development of " quality benefit type ", it is the only way of the transport enterprise of the railway under a market economy condition . This text centre on railway service quality problem of terminal, pass and about station quality control analysis of existing problem to overall description of situation, trade of railway transportation,, use the theory methods of quality control and network analysis , has set up the comprehensive appraisal system of passenger traffic quality of the station, and according to relevant data and information , have carried on comprehensive appraisal and real example analysis to the railway station 2000-200 passenger traffic quality in Xi’an.On terms that transport capacity has not obviously increased at the station, want , continue , consolidate and expand railway market share of passenger transport, only outlet to point out station to raise the quality of passenger transport. Focal point this text study just under such background, how about railway station faces the market competition Xi’an, based on one’s own condition, adopt the systematized method , strengthen quality control, improve the question of the quality of passenger traffic conscientiously. And on this basis , have carried on thinning studying around the marketing qualitative factor of exerting a largest influence on passenger traffic quality of the station, have proposed the strategic development goal of the railway station of Xi’an, marketing scheme and implemented the control strategy, thus made the passenger traffic quality improvement measure of the station. Pass description and collection , arrangement and analysis of the information , data specifically of railway station of Xi’an of the overall situation of railway transportation trade, use quality control and network analysis theory method to carry on research , has set up the comprehensive appraisal system of passenger traffic quality of thestation, analyze real example , propose Xi’an railway station passenger traffic quality improve the scheme. And then proceed from view that" users are satisfied ", improve the quality of passenger traffic, establish the idea of " great quality " , jointly transport the passenger traffic, do a good job of the connecting of the railway and other transportation ways. Make great efforts , create railway and other transportation situation of winning together that transport jointly of way. Use the theory methods of quality control and network analysis , on the basis of establishing the system of comprehensive appraisal, study to passenger traffic quality and marketing quality included , offer thinking of researching and analysing for the fact that the railway station of Xi’an meets the environment and changes , updates management not merely, have certain reference value to the further reform of the station of Xi’an.更多还原