如何衡量铁路货运服务质量是铁路货运质量管理的难点,也是改善铁路货运服务质量的基础。文章认为铁路货物运输是一种服务,因此建立了铁路货运服务质量差距模型,并以此来衡量铁路货运服务质量。在此基础上论述了改善铁路货运质量的途径,并得到了关于铁路货运服务质量的几个有意义的结论。 How to measure the service quality of railway freight transport is the difficulty of the quality management of railway freight transport and the basis of improving the railway freight service quality. The article thinks that railway freight transportation is a kind of service, so the model of railway freight transportation service quality gap is established, and the service quality of railway freight transportation is measured. On this basis, it discusses the ways to improve the quality of railway freight transportation and obtains some meaningful conclusions about the service quality of railway freight transportation.