Service quality evaluation on coach customers of coach terminals based on the service blueprint theory(PDF)
《长安大学学报（社科版）》[ISSN:1671-6248/CN:61-1391/C]
- Issue:
- 2016年02期
- Page:
- 43-48
- Research Field:
- 交通运输经济与管理
- Publishing date:
Info
- Title:
- Service quality evaluation on coach customers of coach terminals based on the service blueprint theory
- Author(s):
- WANG Sheng; FAN Gen-yao; WU Bing-tao
- School of Economics and Management, Changan University, Xi’an 710064, Shaanxi, China
- Keywords:
- transportation enterprise management; highway passenger transport; separation operation between coach terminal and coach company; service blueprint theory; modified IPA
- PACS:
- -
- DOI:
- -
- Abstract:
- In order to enhance market competition of coach terminals and improve the management of service quality, coach customers was chosen as the research object, and a service quality evaluation system including 18 evaluating indicators was set up based on the service blueprint theory. Furthermore, the study on the service quality evaluation and modification was conducted by applying the modified Important Performance Analysis (IPA). It is pointed that coach terminals should improve the key service qualities on baggage service, the information service of drivers and conductors, and the number of parking lots.
Last Update: 2016-07-13