高速公路服务是一个包括收费站服务、服务区服务、道路通行服务和热线服务在内的复杂服务系统。本文从顾客角度提出了高速公路综合服务质量的概念,从有形性、可靠性、保证性、响应性和移情性5个维度对高速公路综合服务质量的影响因素进行探究,构建了指标体系,同时提出了改善高速公路综合服务质量的思路。 The freeway service is a complex service system that includes toll booth service, service area service, road service and hotline service. In this paper, the concept of comprehensive service quality of expressways is proposed from the perspective of customers. The influencing factors of comprehensive service quality of expressways are explored from the five dimensions of tangible, reliability, assurance, responsiveness and empathy. The index system, At the same time put forward the idea of ​​improving the comprehensive service quality of expressway.