摘 要
近年来，随着旅客运输市场的不断发育成熟，各种旅客运输方式之间的竞争越来越激烈，铁路旅客运输面临的形势日益严峻。所以铁路运输只有不断的从各个方面提高服务质量，铁路运输才能获得更多的市场份额。同时，随着我国逐步进入高速时代，而高速铁路的建设也在我国被大规模的开展起来。然而由于我国的高速铁路建设比较晚，再加上铁路运输本身存在的一些不足，使其总体竞争实力不强，特别是运输服务质量还不够高、广大旅客还不够满意。所以说在加大建设高速铁路建设的同时，加强高速铁路的服务是促进铁路运输发展的关键。
所以本文以高铁候车厅地面服务为例，通过对高铁候车厅地面服务的深入调查，从中找出目前候车厅地面存在的一些问题，然后根据这些制约高铁发展的问题，提出一些相应的对策建议，并希望通过这些建议对高铁候车厅地面服务的进一步提高有所帮助，从而通过候车厅地面服务的提高，在一定程度上能促进高铁运输的快速发展。
关键词：高速铁路；候车厅；地面服务；对策建议
Abstract
In recent years, along with the passenger transport market continues to mature, all kinds of transportation of passengers between the increasingly fierce competition, the railway passenger transportation is becoming increasingly severe. So the railroad transportation only constant from the aspects of improving the service quality of railway transportation, to gain more market share. At the same time, along with the our country gradually entered the high-speed era, and the construction of high speed railway in China also be large-scale development. However, due to China’s construction of high speed railroad later, plus the railway itself exists some shortages, so that the overall competition actual strength is not strong, especially in the transport service quality is not high enough, the majority of passenger satisfaction is not enough. So to increase the construction of high speed railway construction at the same time, strengthen the high-speed rail service is to promote the development of railway transport key.
So this paper to the waiting hall of the ground high-speed rail service as an example, through to the high-speed rail station ground services in-depth investigation, find out the waiting hall of the ground and some existing problems, and then according to these restrict high-speed rail development problems, puts forward some corresponding countermeasures and suggestions, and hope that through these suggestions for high-speed rail station ground service to further enhance the help, thus through the waiting room ground service improvement, to a certain extent, can promote the rapid development of high-speed rail transportation.
Keywords: High speed railway; Waiting lounge; Ground service; Countermeasures and suggestions
目录
2 当前高铁候车厅地面服务工作中存在的问题……………………… 6
2.1候车厅基础设施设备存在缺陷……………………………. 6
2.2候车厅内的服务人员素质不高……………………………. 7
2.3 高速铁路候车厅的服务评价体系还不够完善…………………. 7
3 提高高速铁路候车厅地面服务质量的途径和措施…………………. 10
3.1 完善高速铁路候车厅服务基础设施水平……………………. 10
3.2 提高候车厅服务人员的素质…………………………….. 10
3.3 进一步强化高铁候车厅地面服务评价体系………………….. 11
