Thoughts on improving the service quality of railway passenger transport

Abstract: With the rapid development of social economy and the acceleration of people's life rhythm, the railway passenger volume is also increasing, which puts forward higher requirements for the quality and efficiency of railway passenger service. Relevant staff must improve their comprehensive quality and service level in order to do a better job in railway passenger service. According to the current development status and existing problems of railway passenger service, this paper discusses the significance of improving the quality of railway passenger service, and puts forward some targeted suggestions, hoping to provide reference for improving the level and quality of railway passenger service in China.

Keywords: railway passenger transport; Quality of service; Improve; Countermeasures

With the rapid economic development in China, people's living standards have been greatly improved, and the frequency of traveling and business trips has been increasing. Compared with other modes of transportation, railway transportation is safer and cheaper, making it the best choice for people to travel long distances. Therefore, the advantages of railway in passenger transport are increasingly obvious, and at the same time, higher requirements are put forward for the quality of railway passenger transport service.

1 Development Status and Existing Problems of Railway Passenger Transport Service

1. 1 Insufficient investment in passenger transport. Safety is the core of railway transportation enterprises. Therefore, railway enterprises often give priority to the safety of infrastructure, while the investment in passenger transport infrastructure is relatively small. For example, the replacement of spare parts for passenger transport and the lagging transformation of old car bottoms have seriously affected the service quality and overall image of the railway industry.

1.2 The overall quality of railway employees needs to be improved. As the most basic means of public transport in China, the railway has certain public welfare, the treatment of employees is not generous, the internal pressure and motivation to improve the quality of railway passenger transport employees are lacking, and it is unattractive to outstanding talents, leading to the loss of high-quality talents. The rest of the passenger service employees are generally low in education and old, lacking the enthusiasm and initiative of passenger service, and it is difficult to adapt to the modern management methods in passenger transport in the new period. In addition, with the rapid development of social economy and the change of people's lifestyle, China's railway system has entered a transitional period, and new modes and technologies of railway industry have been widely used. However, the overall quality of railway passenger transport workers is still low, and it is difficult to adapt to the rapidly developing passenger transport service market. The lack of regular training of workers leads to the lag of their professional quality and cultural level, which directly affects the quality of railway passenger transport service and the overall image of the railway industry.

1.3 passenger information system is not perfect. With the continuous development of modern science and technology and the improvement of people's knowledge level, passengers have higher and higher requirements for the informatization level of railway passenger transport. Online booking and purchasing tickets have become popular among most people. However, at present, although a number of information systems have been built in China's railway industry, their functions are still not perfect and there are some shortcomings, which cannot meet people's diversified service needs. For example, frequent failures of passenger ticketing software, untimely notice and explanation of train delay, opaque ticket information, transfer to subway after the train arrives at the station and lack of bus information have seriously restricted the improvement of railway passenger service quality and failed to meet the needs of passengers.

2 the significance of improving the quality of railway passenger service

2. 1 helps to meet the actual needs of the vast number of passengers. With the continuous improvement of people's material living standards, people pay more and more attention to spiritual satisfaction. When taking the train, passengers demand better travel environment and higher service level, and the requirements for the quality of railway passenger service are getting higher and higher. Even if railway passenger transport sometimes fails to meet the specified service requirements, some passengers will safeguard their rights and interests through public opinion and legal means, which is not conducive to the establishment of a good image of railway enterprises. Therefore, railway transport enterprises need to improve the quality of passenger service to meet the actual needs of the vast number of passengers.

2.2 to help railway enterprises create a good image. As a service industry, railway has a strong public welfare and concerns the vital interests of the broad masses of the people. Improving the passenger service quality of railway enterprises will help meet the requirements of passengers for railway transportation services and help railway enterprises establish a good image.

3 Measures to improve the quality of railway passenger service

3. 1 Increase investment and improve railway passenger transport infrastructure construction. Railway industry is an important economic pillar in China, and strengthening the construction of railway passenger transport infrastructure plays a very important role in promoting China's economic development. From the perspective of long-term development planning, China should speed up the construction of basic hardware facilities of railway passenger stations, actively transform some long-term backward facilities, such as regularly checking doors, windows, seats and other equipment in passenger cars, replacing defective equipment in time, and comprehensively cleaning the sanitary environment of stations, so as to improve the modernization level of railway passenger service equipment and improve the quality of railway passenger service.

3.2 Improve the service awareness of passenger service personnel To fundamentally improve the quality and overall level of railway passenger service, it is necessary to improve the service awareness of passenger service personnel, establish the concept of passenger first, regard passenger satisfaction as the core of passenger service, and serve passengers wholeheartedly, thus effectively improving the service quality of railway passenger service.

First of all, railway passenger service personnel should not only have professional service ability, but also master the psychological needs of passengers. In service work, passenger service personnel should be proactive and targeted in civilized service, learn to explore passengers' personality psychology and avoid blindness in service work. Secondly, strengthen the training of passenger service personnel and improve their service awareness. In addition to ideological and moral, basic post knowledge and service skills, the training content should also increase the study of passenger psychology and communication skills of passenger service personnel, cultivate their good communication skills, and perceive the psychological needs of passengers in service, so as to meet the increasingly diversified passenger service needs and improve service quality.

3.3 Improve the overall quality of the railway service team To fundamentally improve the quality of railway passenger service, it is necessary to improve the overall quality of the railway passenger service team. First of all, strengthen staff education and training, by hiring experts to give lectures and organizing passenger service seminars. , strengthen the communication between passenger service personnel, improve the awareness of passenger service. Secondly, in view of the problems existing in passenger service, employees can be organized to hold business skill competitions to find solutions in skill drills. In addition, training courses should be held regularly to strengthen the job skills training and professional ethics training of railway passenger service personnel and strengthen the construction of responsibility system, so as to improve the ability of employees to serve passengers.

3.4 Improve the construction of railway passenger information platform In order to improve the quality of railway passenger service, meet the needs of rapid economic development in the new era and passengers' demand for railway passenger service, railway enterprises should make full use of advanced modern information technology, strengthen the informatization construction of railway passenger service system, fully consider the contradictions and problems existing in the integration, operation and maintenance of information system, and build a relatively stable comprehensive railway passenger service system that adapts to the changes in business needs, saves resources. So as to better serve railway passengers and meet the increasingly diversified service needs of passengers in the new period.

4 conclusion

To sum up, there are still some problems in China's railway passenger service, such as insufficient investment in basic hardware facilities and the overall quality of passenger service personnel to be improved. Railway enterprises must take active and effective measures to strengthen the construction of railway hardware infrastructure, attach importance to the training of passenger service personnel, improve their service awareness and improve the information construction of railway service system, so as to improve the quality of railway passenger service in China.

References:

Ying Xing. On how to improve the quality of railway passenger service [J]. Heilongjiang Science and Technology Information, 20 14 (17): 286-286.

[2] Sun Yue. Thoughts on Improving the Service Quality of Railway Passenger Transport [J]. Railway Transport and Economy, 20 1 1, 33 (9): 50-52.

[3] Obviously. Thoughts on improving the service quality of railway passenger transport [J]. Youth years, 20 12 (6): 20 1.

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