Ưu tiên các thuộc tính dịch vụ để nâng cao chất lượng các ga đường sắt Ấn Độ

TQM Journal - Tập 24 Số 2 - Trang 167-180 - 2012
SumanaGupta1, RabindranathDatta1
1Department of Architecture and Regional Planning, Indian Institute of Technology Kharagpur, Kharagpur, India

Tóm tắt

Mục đíchNhằm mục tiêu đo lường chất lượng dịch vụ tại các ga đường sắt Ấn Độ, mục đích của bài báo này là đề xuất một phương pháp để chỉ ra mức độ quan trọng và sự thỏa mãn mà các phương pháp đánh giá chất lượng dịch vụ khác không rõ ràng cung cấp. Tổng cộng, sáu thuộc tính liên quan đến dịch vụ hành khách của một ga đường sắt Ấn Độ được xem xét. Việc ưu tiên các thuộc tính để cải thiện chất lượng dịch vụ có thể được quyết định dựa trên phương pháp đề xuất.Thiết kế/phương pháp tiếp cậnLuật Phán quyết Phân loại được sử dụng để xác định mức độ quan trọng và mức độ thỏa mãn của các nhóm hành khách không đồng nhất và hành khách nói chung. Luật này được áp dụng cho các phản hồi thu được, sử dụng thang đo Likert, đối với sáu thuộc tính thông qua cuộc khảo sát hành khách ngẫu nhiên của các nhóm khác nhau tại Ga Đường sắt Howrah, một ga đường sắt chính ở miền Đông Ấn Độ. Mục tiêu là kiểm tra sự khác biệt về mức độ quan trọng và mức độ thỏa mãn, từ đó ưu tiên cho việc cải thiện cho phù hợp.

Từ khóa


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