摘要
“智慧赋能”下 Q集团高速公路出行服务质量提升
研究
工商管理专业
研究生：王 轲 洋
指导教师：程 霞
摘要：随着“共享经济”和“数字经济”的兴起，赋能的理念也被各行各业
反复提及，其中“智慧赋能”即综合互联网、大数据、AI、5G等信息技术助力行
业高质量发展的形式。就高速公路行业而言，道路通行能力、安全性和行车舒适
度的高低，是衡量高速公路管理水平的重要方面，在信息技术的加持下，广大出
行用户也对高速公路出行服务质量有了新的要求。“智慧赋能”下，信息技术与
交通的深度融合，不断促进交通运输业向降本增效、数据共享、创新管理、综合
服务、强化安全保障等方面发展。然而在实践过程中，有些高速公路经营管理企
业在运用信息技术手段不断丰富项目管理模式，提升项目推进效率的同时，却往
往忽略了出行服务质量。因此，本研究希望从用户思维和企业管理模式出发，梳
理高速公路综合服务类企业发展方向，找到出行服务质量提升方向，为促进传统
交通建设企业向综合服务型企业转型升级提供建设性建议和理论支撑。
本文选取四川省交通建设、运营、投资具有代表性的 Q集团作为研究主体，
以高速公路出行服务质量为主要研究对象，在归纳总结国内外高速公路有关出行
服务质量相关文献研究的基础上，明确提升出行服务质量的作用和意义，以“智
慧赋能”为主要手段，探索出行服务质量提升的思路、措施、预期成果。本研究
首先运用文献分析法和问卷调查法，对高速公路出行服务现状进行研究分析，然
后总结归纳目前高速公路出行服务质量管理存在不足并剖析其原因和影响因素。
最后从“智慧赋能”下内部服务质量管理、创新管理模式、企业发展远景等方面
探析提升策略，旨在解决 Q集团现阶段出行服务质量存在的难点痛点，从而促进
企业高质量发展。
关键词：智慧赋能；高速公路；出行服务质量；服务质量差距
I
Abstract
Study on Improving the Quality of Expressway
Travel Service of Q Group under Intelligence
Empowerment
Major: Business Administration
Postgraduate：Wang Keyang
Supervisor：Cheng Xia
Abstract:With the rise of sharing economy and digital economy, the concept of
empowerment has been repeatedly mentioned by all circles. Intelligence empowerment
is a form to help the high-quality development of the industries such as integrated
Internet, big data, AI, 5G and other information technology . As for the expressway
industry, the road capacity of passage, safety and driving comfort are the most important
aspects to measure the expressway management level. With the support of information
technology, the majority of road users have also put forward new requirements for the
quality of the expressway travel service. Under the intelligence empowerment, the deep
integration of information technology and transportation continuously promotes the
development of the transportation industry in terms of cost reduction and efficiency
increase, data sharing, innovative management, comprehensive service, safety security
andother aspects.However,in practice,someofthe expresswaymanagement
enterprisesoftenneglect thequalityoftravelservicewhileusing information
technology to enrich the project management models and improve the project efficiency.
Therefore, from the perspective of user thinking and enterprise management model, this
study hopes to sort out the development direction of expressway comprehensive service
enterprise, find out the wayto improve the quality of travel service andprovide
constructive suggestion and theoretical support for promoting the transformation and
upgrading of expressway enterprises fromtraditional transportation construction to
comprehensive service.
Thisarticlechooses Qgroup,whichis atypicalrepresentativeofthe
transportation construction, operation and investment enterprises in Sichuan, as the
research subject. The main research object focuses on the quality of expressway travel
service based on the study of related domestic and foreign literature, defines its function
and significance and explores the ideas, measures and expected results for improving
the quality of travel service by using intelligence empowerment as the main means.
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四川师范大学硕士学位论文
Firstly, this study uses methods of literature analysis and questionnaire survey to study
and analyze the current situation of expressway travel service in order to grasp the the
status quo of expressway management. It then summarizes the shortcomings of current
expressway management about travel service quality and analyzes the reasons and
influencing factors. Finally, the improvement strategies are explored from the aspects of
internal management of service quality, innovative management mode and enterprise
perspective development under the intelligence empowerment. The purpose is to solve
the difficulties and pain points about the travel service quality existing in Q Group at
present stage so as to promote the high-quality development of the enterprise.
Key Words：Intelligence Empowerment; Expressway; Quality of Travel Service;
Gap of Service Quality
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