近十年以来，中国高铁得到了快速发展，旅客的出行变得越来越便捷。高铁的普 及让高铁餐饮市场得到快速增长，为了更好的满足旅客的需求，各铁路集团公司分别 成立专业的高铁餐饮公司，负责所属高铁动车组的餐饮服务工作。当前，高铁餐饮服 务经常因为廉价盒饭和饮用水供应不足、以及餐饮品种单调、价格高、口感差等原因， 频频受到了社会的广泛关注，虽然尝试了一定程度的改进和优化，仍旧饱受社会各界 的诟病，折射出社会公众对高铁餐饮服务提升的迫切期待。因此，加强和改进高铁餐 饮服务，提升客户满意度迫在眉睫。 本论文以 HT 公司为例，运用顾客满意度指数模型理论系统分析了 HT 公司影响 客户满意度的具体因素，明确了当前所面临的内外部环境和行业的竞争状况。通过客 户满意度调查和分析，发现 HT 公司存在高铁餐饮价格偏高、餐饮口味平淡、客户投 诉解决和餐饮送达不及时等问题。结合高铁餐饮发展实际，从感知质量、感知价值和 顾客期望三个方面着手，制定有针对性的改进措施，努力将“中国美食文化”融入高 铁餐饮中，进一步擦亮中国高铁的“金名片”，不断提升中国高铁的品牌影响力和社 会美誉度。 关键词，高铁；餐饮；客户满意度；提升III Abstract Over the past decade, China's high-speed rail has developed rapidly, people’s travel has become more and more convenient.The popularity of high-speed rail has brought rapid growth to the high-speed rail restaurant market. In order to better meet the needs of passengers, the railway department has established a professional company to be responsible for the high-speed rail train service. However, high-speed rail catering services have received widespread attention from the society because of the shortage of cheap box lunches and drinking water supply, as well as the monotony, high prices, and poor taste of food and beverages. Although they have tried to upgrade and optimize, they are still suffersuffering from social problems. The criticism from all walks of life reflects the public's eager expectation of the high-speed rail catering service upgrade. Therefore, it is imminent to strengthen and improve high-speed rail catering services to improve customer satisfaction. This paper takes HT Company as an example, analyzes the influencing factors of HT Company through the customer satisfaction index model theory system, and clarifies the internal and external environment and industry competition situation currently faced. Through customer’s satisfaction surveys and analysis, it was found that the high-speed rail catering price of HT Company was high, the taste of food and beverage was dull, the customer complaints were resolved, and the catering delivery was not timely in time. Based on the actual development of high-speed rail catering,we will start from three aspects: perceived quality, perceived value and customer’s expectations, develop targeted improvement measures,strive to integrate “Chinese food culture” into high-speed rail catering, further polish the ”golden business card”of China's high-speed rail, and continuously enhance brand influence and social reputation. Keywords，High-speed Rail; Catering; Customer Satisfaction; Improvement目录 致谢....................................................................I 摘要.......................................................................................................................................II Abstract ................................................................................................................................ III 第 1 章 绪论..........................................................................................................................1 1.1 研究背景...................................................................................................................... 1 1.2.1 中国高铁的发展................................................................................................... 1 1.1.2 高铁餐饮的发展................................................................................................... 3 1.2 研究目的和意义.......................................................................................................... 4 1.2.1 研究目的............................................................................................................... 4 1.2.2 研究意义............................................................................................................... 5 1.3 文献综述...................................................................................................................... 6 1.3.1 国外相关研究现状............................................................................................... 6 1.3.2 国内相关研究现状............................................................................................... 7 1.4 研究内容和方法......................................................................................................... 9 1.4.1 研究内容............................................................................................................... 9 1.4.2 研究方法............................................................................................................. 10 1.5 本文创新点................................................................................................................ 11 1.6 本章小结.................................................................................................................... 11 第 2 章 顾客满意相关理论基础........................................................................................13 2.1 顾客满意.................................................................................................................... 13 2.2 顾客满意度................................................................................................................ 13 2.3 顾客满意度指数模型................................................................................................ 13 2.3.1ACSI 顾客满意度指数模型概念 ....................................................................... 14 2.3.2 ACSI 顾客满意度指数模型优势 ...................................................................... 142.3.3 ACSI 顾客满意度指数模型的影响因素 .......................................................... 15 2.4 本章小结.................................................................................................................... 16 第 3 章 HT 公司外部环境分析.........................................................................................17 3.1 外部环境因素分析.................................................................................................... 17 3.1.1 政策法律环境因素............................................................................................. 17 3.2.2 经济环境因素..................................................................................................... 17 3.2.3 社会环境因素..................................................................................................... 18 3.2.4 技术环境因素..................................................................................................... 19 3.2 市场竞争五力模型.................................................................................................... 19 3.3 本章小结.................................................................................................................... 20 第 4 章 HT 公司高铁餐饮服务客户满意现状.................................................................21 4.1HT 公司高铁餐饮服务的现状 .................................................................................. 21 4.1.1 HT 公司基本情况 .............................................................................................. 21 4.1.2 HT 公司高铁餐饮服务基本情况 ...................................................................... 23 4.1.3 上海局集团公司顾客满意度相关情况............................................................. 25 4.2 高铁餐饮服务客户满意度影响因素分析................................................................ 28 4.3 顾客满意度调研........................................................................................................ 29 4.4 问题汇总分析......