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Using mixed methods to design service quality evaluation indicator system of railway container multimodal transport
Science Progress ( IF 1.906 ) Pub Date : 2019-12-05 , DOI: 10.1177/0036850419890491
Xiaoping Fang; Chao Cao; Zhiya Chen; Weiya Chen; Linglin Ni; Zhang Ji; Jinrong Gan

The long-term practices of developed countries show that developing multimodal transport is not only conducive to alleviating public problems such as energy depletion and environmental damage caused by transportation but also helpful in reducing transport costs, improving transport efficiency, and optimizing transport services. On 27 June 2018, the State Council of China issued the 3-year Action Plan to promote optimizing the structure of freight transport and significantly increasing the proportion of railway freight transport. The government’s goal was to increase railway freight volume 30% by 2020 compared with 2017. However, data released at the sixth China Multimodal Transport Cooperation and Development Conference show that China’s multimodal transport volume accounts for less than 3% of the total freight volume. There is a big gap compared with the corresponding 10% of total freight in the United States. The development of China’s multimodal transport is still in its infancy stage. The main problems come from the division of different links such as transportation, settlement, and insurance business. The coordination of various links in multimodal transport is not smooth enough, and the comprehensive service capacity needs to be improved.1 Railway transport is a clean, large-scale, and fast transport mode, but these advantages have not been effectively used in container transportation in China. According to incomplete statistics, the volume of container traffic in China accounts for only 5.4% of the railway freight volume, which is far lower than the 30%–40% level in developed countries. In China, one of the main reasons for this situation is that the railway enterprise management system is not responsive to the market, resulting in poor customer perception of service quality and leading to customers who would rather choose the higher cost of road transport. As a complex and arduous systematic project, the goal and focus of railway container multimodal transport are to establish an integrated service logistics system and promote the continuous enhancement of customer-oriented service capacity, respectively.2 Thus, a container transportation system with the whole process service capacity would be established. From the perspective of customer position and future development, this article determines the factors that affect the service quality of railway multimodal transport and studies the evaluation index system of multimodal transport service quality with a container as the carrying unit as a decision support for enterprises and local governments to promote the development of railway multimodal transport.
更新日期:2020-04-21

 

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