Evaluation of passenger service quality in Beijing subway

As an important part of the national economy and people's livelihood, subway transportation, compared with road transportation, international aviation and maritime transportation, is restricted by many factors, such as industry monopoly, high barriers to entry, low transportation cost and relatively insufficient capacity, and the competitive pressure in the subway freight market is relatively small. With the rapid development of China's logistics industry, the traditional subway freight transportation can no longer meet the needs of modern logistics development. Subway system enterprises must speed up the transformation to modern logistics, and gradually transform into modern logistics enterprises with subway transportation as the core advantage, large-scale operation and systematic service through resource integration, and develop into the backbone of China logistics market.

Advantages and disadvantages of developing subway logistics

The external advantages of developing subway logistics mainly include: First, policy support. Both the central and local governments attach great importance to the development of modern logistics industry and have successively issued relevant logistics development policies. In 2004, the National Development and Reform Commission and other nine ministries and commissions issued the Opinions on Promoting the Development of Modern Logistics Industry in China. The introduction of this policy has laid a good foundation for the development of modern logistics industry in China. The state encourages large enterprises with certain logistics service expertise, organizational foundation and management level to accelerate the transformation to the logistics field, form a competitive advantage as soon as possible, and become the leader of China's logistics development. Second, the market demand is strong. Under the trend of global economic integration, the traditional business model has obviously failed to meet the requirements of competition. It has become an urgent demand for many domestic manufacturing and circulation enterprises to separate the original logistics activities and hand them over to professional logistics service providers to obtain timely, accurate and efficient logistics services through service contracts, facility leasing and strategic cooperation. Third, the barriers to entry are low. In the initial stage of the development of logistics industry, affected by compartmentalization management, the whole market is relatively dispersed, the industrial concentration is not high, and the scale benefit has not been formed, so the market potential and development prospect are very broad. In addition, subway freight is the main form of inland transportation in China, and it has great advantages to change from traditional subway freight to modern logistics. Therefore, the threshold for subway freight to expand into modern logistics is low.

The internal advantages of developing subway logistics mainly include: First, the Ministry of Railways attaches great importance to it. The top management of the Ministry of Railways attaches great importance to the development of modern logistics, and the Tenth Five-Year Plan of Metro proposes to actively promote and focus on the development of transportation agents and logistics distribution industries. During the Eleventh Five-Year Plan period, China's subway will focus on promoting the investment and construction of passenger dedicated lines, increasing the proportion of double-track and electrification, and realizing the development goal of technical equipment modernization. The separation of passengers and goods in subway transportation and the overall speed increase have laid an important foundation for the development of modern logistics in subway. The second is rich logistics resources. The subway has nearly 70 thousand kilometers of business lines connecting major land and water ports, forming a subway transportation network with many points, long lines and wide coverage, covering basically the whole country; The subway has a large number of freight stations, freight yards and warehouses, especially in ports and land ports and freight hub stations in big cities. Have the basic ability to realize logistics services such as packaging, warehousing, loading and unloading, transit, loading and unloading, and have the favorable conditions to develop into a modern logistics center and distribution center. In addition, it also has a relatively complete loading and unloading, handling and storage system. The third is the increasingly perfect information network. At present, the subway system has formed a wired transmission network based on optical fiber, covering 60% of the whole road, covering the data network of 14 subway station and 1800 station, covering the satellite communication network, video teleconference network and office computer local area network of 14 subway station and its branches. The subway communication system, subway transportation management information system (TMIS) and transportation dispatching command management system (DMIS) that have been put into use or are being developed provide excellent conditions for the subway to cut into modern logistics from the high end. Fourth, higher brand value advantage. For a long time, China's subway system has attracted all levels and different types of enterprises and individuals in almost all industries of the national economy, maintained long-term cooperative relations with tens of thousands of factories, mines and users at home and abroad, and has the most stable and extensive customer base and high brand value, which has created a good market foundation for further developing logistics value-added services such as material distribution and mobile processing.

Despite the above advantages, there are still some problems and even constraints in the development of modern logistics in subway enterprises in terms of system, mechanism and understanding: First, there is a gap in understanding. Simply think that the extended service of subway transportation or storage is logistics, but fail to understand that modern logistics should effectively integrate many links involved in logistics and provide integrated logistics services for customers. Second, the management system is outdated. For a long time, the subway system has a strong color of planned economy. Restricted by the management system, cross-departmental administrative barriers are formed within the subway system, and the subway logistics enterprises lack cooperation, making it difficult to give full play to the advantages of the network platform. Third, the standardization of technical equipment is low. Due to the historical background of fragmented management and fragmented management of industry standards, it is difficult for subway technology and equipment to effectively connect with other modes of transportation, such as highway, sea and aviation, which directly reduces the efficiency of modern logistics operations such as multimodal transport and increases unnecessary logistics operation costs. The fourth is the service quality gap. The exclusive operation of subway transportation makes the subway accustomed to posing as the "iron boss", and there is a lack of professional and technical personnel engaged in modern logistics industry, especially those at the operational level, whose professional quality is generally not high, which leads to low efficiency and response speed of subway logistics operation and poor service awareness and level.

Mode of developing subway logistics

The development of China's subway logistics industry needs to combine the current situation of the industry, make clear the target positioning and future development direction, so as to obtain the core competitiveness of China's subway logistics.

Building the Core Advantage of China Railway Brand. Effective use of subway resources, highlighting the advantages of specialized subway transportation and providing customers with long-distance, fast, safe and low-cost transportation services are the primary development direction of subway trunk transportation enterprises. In recent years, in order to meet the needs of different transportation markets, three specialized transportation companies, China Railway Container, China Railway Specialized Goods and China Railway Express, have entered the market competition in an all-round way, and successively launched high value-added transportation services such as "five-scheduled" trains, direct trains for bulk goods, express trains for luggage and bags, and express trains for fresh materials. Promoting the advantages of professional transportation mainly includes relying on rapid passenger transport network, speeding up the construction of freight network, optimizing transportation organization and speeding up the running speed of freight trains; Simplify cargo loading and unloading procedures to realize passenger transport by freight train; Summarize the operation experience of baggage and parcel trains and "five scheduled trains", expand the scope of operation, provide various express freight trains and improve freight efficiency; Implement one vote to the end, door-to-door transportation; Provide users with short-distance local delivery service, so as to establish the brand value of China Railway with high efficiency, quickness and integrity.

Integrate subway logistics resources. Some people think that China Railway Logistics should be reorganized and established in China's subway system, and the entire railway logistics resources should be included in the scope of integration, and a super-large-scale subway specialized logistics industry carrier should be established. However, at present, the overall reform plan of the subway system has not yet been introduced, and the logistics reorganization plan should interact with the overall reform plan of the subway and be considered as a whole. Moreover, logistics reorganization involves too many subjects and a wide range of interests of the group, and it is very difficult to integrate resources. Therefore, it is difficult to realize the idea of establishing China Railway Logistics Industry Group in the near future. On the premise of complementary advantages, business cooperation and strategic alliance of core enterprises, it is more operable to establish a market-oriented alliance of Chinese subway logistics enterprises. In this enterprise alliance, comprehensive third-party logistics enterprises are the core, and large-scale logistics enterprises in the subway system, such as transportation, freight forwarding, express delivery, warehousing and so on. , jointly carry out comprehensive logistics business, effectively integrate subway resources and extend the service scope, so as to quickly build a brand of "China Railway Logistics" with strong competitiveness and positive vitality.

Vigorously develop subway logistics services. According to the National Medium-and Long-Term Subway Network Planning, from 2005 to 2020, the state will invest 2 trillion yuan in subway construction, with an average annual investment of more than 654.38+000 billion yuan. By 2020, the national subway mileage will reach 654.38+10,000 kilometers, the main busy trunk lines will realize the separation of passengers and goods, and the double-track rate and electrification rate will reach 50%. Large-scale subway investment construction is a very good development opportunity for subway logistics enterprises. Promoting the logistics outsourcing operation of subway construction will enable subway logistics enterprises to obtain high and stable profit support in the fierce competition environment of logistics market, thus providing strong financial guarantee for improving logistics technology level, increasing logistics operation experience and attracting professionals.

Strengthen multimodal transport capacity. The traditional subway transportation service mode based on "station to station" will inevitably change to the fast and convenient "door to door" service. Subway logistics enterprises should take the initiative to cooperate with enterprises in highway, shipping, air transportation and other industries, speed up the construction of three-dimensional cargo transportation network, pay attention to the connection with ports and airports, speed up the formulation of intermodal transport standards, achieve uniform standards and smooth interfaces, and provide strong guarantee for the realization of high value-added logistics services such as integrated logistics and supply chain integration.