摘要
Abstract
The construction of a modern railway logistics system imposes higher requirements for freight service quality.Focusing on the development status of freight services at the Hangzhou Railway Logistics Center,this study analyzed sector-wise volume data from 2023-2024 and customer assistance incident statistics from the 95306 service,quantifying deficiencies in service quality.It examined issues and constraints related to transport timeliness,information service,loading/unloading operations,cargo acceptance,and damage handling.Based on the analysis,targeted strategies were systematically proposed,such as optimizing transport process efficiency,improving information tracking services,accelerating responses to freight demand,upgrading loading/unloading organization,and reforming damage disposal standardization.These strategies can effectively address the core pain points of service quality at the logistics center,significantly enhance customer satisfaction and market competitiveness,and provide practical references for the development of a modern railway logistics system and transport structure optimization.关键词
现代物流体系/杭州铁路物流中心/铁路货运/服务质量/制约因素Key words
Modern Logistics System/Hangzhou Railway Logistics Center/Railway Freight/Service Quality/Constraint Factors分类
交通工程
