【作者】 胡平；

【导师】 方俊； 刘晓捷；

【作者基本信息】 华南理工大学 ， 公共管理硕士（专业学位）， 2017， 硕士

【摘要】 琼州海峡是我国的三大海峡之一,自1976年以来,琼州海峡两岸的客货运输开始采用客滚运输方式,并随着经济的发展得到不断发展壮大。琼州海峡的客滚运输为南北两岸群众出行和货物进出岛提供了极大的便利,并且是海南至大陆的直接大通道,对海南经济社会发展和近期建设海南国际旅游岛有重要作用。最近几年,琼州海峡客滚运输相关的各方加强了沟通交流,南北港口都采用了客滚船舶的“轮班运营,定点发班”模式,基本规范了琼州海峡客滚运输的市场秩序,以往较为突出的旅客海上滞留问题得到了根本好转。然而,尽管如此,目前琼州海峡客滚运输市场存在运输秩序较混乱、船舶准点率较低、航运企业及从业人员服务意识较差、服务质量监督管理不到位、旅客满意度较低等问题,与我们目前大力提倡引导的文明出行服务环境不符,与琼州海峡两岸人民群众的殷切期望不符。针对琼州海峡客滚运输市场环境的改善和服务质量的提升,本文在归纳和总结琼州海峡客滚运输管理和服务特点的基础上,借助服务质量评价模型与方法,研究和借鉴国内其他地区和国外发达国家的客滚运输及相关交通领域服务经验,全面剖析影响琼州海峡客滚运输服务质量的因素,从完善服务制度营造公平的市场环境、提升航运企业服务意识完善服务标准体系、提升从业人员素质改善服务态度、构建服务质量监督管理机制提升服务效果等四个方面提出服务质量提升的对策和建议。论文由六章构成:第一章是绪论,主要说明研究的背景、内容、意义、方法和国内外研究现状等。第二章是相关的概念解析和理论支撑,着重引入服务质量的评价模型与方法。第三章是琼州海峡客滚运输市场管理和服务现状,主要介绍水域通航环境、运输管理、服务现状,以及介绍客滚运输服务存在的不足。第四章是全面分析影响琼州海峡客滚运输管理和服务的各种因素,同时借助服务质量评价模型与方法开展微观层面的分析。第五章是国内外相关领域交通运输服务的分析借鉴,分析国内外的客滚运输情况及相关领域服务方面的做法和启示。第六章是提出海峡客滚运输服务质量提升的相关对策建议,从营造公平的市场环境和完善服务制度、提升航运企业服务意识完善服务标准体系、提升从业人员素质改善服务态度、提升服务效果和构建服务质量监督管理机制等四个方面提出对策建议。最后概括和提炼本文的研究结论,主要包括研究得出的主要结论、未来展望及研究的不足。更多还原

【Abstract】 Since 1976,the Ro-ro passenger transportation become one of the most important mode of transportation for passenger&goods exchange in Qiongzhou Strait,which is one of the three biggest Strait of China,and its fast-growing follow with the developing of economy.The Ro-ro passenger transportation of Strait is a convenient way of people traveling and a big path of goods transporting between Hainan island and Mainland,and it’s an immediately interrelated to the Economic and Social Development of Hainan island,and also to appearance of Hainan International Travel Island.In recent years,through the communication efforts of relevant parties in Qiongzhou Strait,the ports in Qiongzhou Strait on both sides of the Straits have adopted "ships take turns at service,Send ships on time" for the all Ro-ro passenger ships,it make the fundamental Orders of Qiongzhou Strait Ro-ro passenger transportation Canonical,and the big problem of passengers retention long time in sea had been solved.However,although live that,now the transport order is chaotic and Ship punctuality rate is low,the workers from shipping enterprise have low service awareness,and the Service quality Supervision is not in the right place,the satisfaction of passenger is low and other problems.The situation does not satisfy for civilized traveling service environment with has been advocated now and also it does not conform for the hope of people on both sides of the Qiongzhou Strait.In order to improving the market environment and the service quality for the Ro-ro passenger transportation of Qiongzhou Strait,this study make a induction and summary for the Characteristics of management and service for the Ro-ro passenger transportation of Qiongzhou Strait,With the help of a service quality evaluation model and method,study and use for reference the service for Ro-ro passenger transportation and other transport area form abroad or other area in China,afterward Comprehensive analysis the influence factor of service quality for the Ro-ro passenger transportation of Qiongzhou Strait,and at last give four aspects of the countermeasures and suggestions for improving service quality,as follows:Perfecting service system to create a fair market environment;Improving service awareness of shipping enterprise to perfect service standard system;Improving the quality of employees to better service attitude;Constructing of service quality supervision and management mechanism to enhance the service effect.The thesis consists of six chapters:The first chapter is the introduction,mainly introduces the research background,research contents,Research status at China and abroad,research meaning,research methods and so on.The second chapter introduces concept analysis,theoretical foundation,service quality evaluation models and methods.The third chapter is market management and service status of Ro-ro passenger transportation for Qiongzhou Strait,mainly introduces the navigation environment,transportation management,service status,and the shortcoming of service for Ro-ro passenger transportation.The fourth chapter is Comprehensive analyzing the influence factor of service quality for the Ro-ro passenger transportation of Qiongzhou Strait,at the same time with the help of the service quality evaluation model and method to carry out the analysis of the micro level.The fifth chapter is study and use for reference the service for Ro-ro passenger transportation and other transport area form abroad or other area in China,Research the practice and enlightenment of related field.The sixth chapter is four aspects of the countermeasures and suggestions for improving service quality for the Ro-ro passenger transportation of Qiongzhou Strait.Perfecting service system to create a fair market environment;improving service awareness of shipping enterprise to perfect service standard system;improving the quality of employees to better service attitude;Constructing of service quality supervision and management mechanism to enhance the service effect.At last,summarize and refine the research conclusions of this study,including the main conclusions of the study,vision of the future and the lack of research.更多还原