Service Quality Evaluations of Expressway Service Areas

Zheng, Weiqing; Shi, Qin; Zhao, Xin; Han, Xiaomi; Nie, Tingting

doi:10.1061/9780784483565.194

Cited by 2 publications

(1 citation statement)

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“…(Feng, Yang S., Yang H., & Xu, 2018). In recent years, scholars have also proposed new ideas and methods in terms of service area operation models (Liang, 2019;Zhao, 2019;Ma, 2019) and service quality improvement (Mu, 2019;Lu, 2021), providing theoretical support and practical guidance for the development of expressway service areas in my country.…”

Section: Introductionmentioning

confidence: 99%

Expressway Service Area Service Quality Analysis

Feng,

2023

IJAFS

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Expressway service area is to provide services for people in the city between the city, but also an indispensable link in China’s road transport service system, its service quality and service satisfaction are directly related, the construction of service facilities and the quality of the highway service area will play a role in promoting. The service area is an important link in China’s road transport system. With the rapid development of China’s economy, the service quality requirements continue to improve, and improving the service quality of the service area has become a top priority. Taking the service quality of the expressway service area in Shaanxi Province as the research object, this paper uses the questionnaire survey method to analyze the service quality of the expressway service area in Shaanxi Province in five dimensions: formability, reliability, assurance, responsiveness and empathy, and establishes the service quality model by using the hierarchical analysis method. Through the calculation comparison, people’s satisfaction with each service quality factor in the highway service area is obtained, the average satisfaction value of each impact factor is about 7.5 points, the satisfaction of “reasonable layout of the service area and complete facilities” is the highest, the average value is 8.10, and the satisfaction of “fully understanding customer needs” is the lowest, the average value is 7.42, through the analysis of the relevant data on the service quality satisfaction of the highway service area, it is found that people are generally dissatisfied with the service quality. The satisfaction of drivers and passengers with the service area directly affects the level of economic benefits. This article studies the influencing factors of driver and passenger satisfaction and aims to improve the economic benefits of the service area by improving driver and passenger satisfaction.

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Section: Introductionmentioning

confidence: 99%