Empirical Research on the Relationship between Service Quality of Rail Less-than-carload Freight Transportation and Customer Satisfaction

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责任编辑：陈诗静

（1.School of Economics & Management，Research Institute of the Belt & Road Transportation Interconnection and People to People Exchange，Dalian Jiaotong University，Dalian 116028，Liaoning，China；2.The Belt & Road Transportation and Regional

Economic Development Research Base of Liaoning Province，Dalian 116028，Liaoning，China）

Abstract：As a key component of rail logistics，rail less- than- carload freight transportation can help us better resolve conflicts between customer demand and the integrated usage of rail freight resources. But because the lagged behind theoretical research on rail less- than- carload freight transportation service，there is the lack of systematic method in analyzing the relationship between rail less-than-carload freight transportation service quality and customer satisfaction，which is not beneficial for the further development of rail less-than-carload freight transportation. In order to explore the component dimensions of the service quality of rail less- than- carload freight transportation and its relationship with customer satisfaction，and to provide targeted strategies for railway freight enterprises to improve service quality，and under the international general framework of customer satisfaction evaluation model，the author identifies the dimensions of rail less- than- carload freight transportation service quality and constructs the relationship model between rail less- than- carload freight transportation service quality and customer satisfaction based on customer perception. With the help of questionnaire survey method，the author collects market research data，and carries out the empirical research. It is found that：customer perceived service quality includes six dimensions such as responsiveness，reliability，economy，convenience，assurance and tangibility，and 23 measurement indicators；customer perceived service quality of rail less-than-carload freight transportation has significant positive impact on customer satisfaction， and among all the dimensions，convenience has the most important impact，the next is reliability，responsiveness，economy，and assurance，and tangibility has the least impact；and customer expectation has significant impact on customer’s perception on rail less- than- carload freight transportation service quality，and customer perceived value plays the intermediary role. Because of this，to further improve rail less- than- carload freight transportation service quality and customer satisfaction，rail freight transportation enterprises should，first，improve the convenience and reliability of service，and give priority to them；second， they should improve the responsiveness， economy， and assurance of service to promote the improvement of customer satisfaction；and third，they should improve customer service experience，and improve customers’perceived value of rail lessthan-carload freight transportation service.

Key words：rail logistics；less-than-carload freight transportation；customer perceived service quality；customer perceived value；customer satisfaction