因子载荷加权SERVQUAL评价出租汽车乘客感知服务质量

Measuring Passengers' Perceptions of Taxi Service Quality with SERRQUAL Weighted by Factor Loadings

以杭州市为例进行出租汽车服务质量调查,因子分析发现可以从有形性、保证性、可靠性和关怀性四个维度进行乘客感知服务质量评价;用因子载荷加权SERVQUAL计算乘客感知与期望值,发现前者均低于后者,关怀性、保证性、有形性、可靠性维度的差距依次加大。乘客感知服务质量与满意程度显著正相关,表明提高乘客满意度首先要改善出租汽车的可靠性维度服务质量;乘客个体特征与服务质量不相关,关怀性维度差距最小,表明出租汽车服务的个性化需求不明显。

Passenger＇s expectations of taxi service quality are the basis for quality regulation of government and service management of taxi companies. Service quality of taxi was investigated in Hangzhou as a case in point. Factor analysis of the survey data found that passenger perceptions and expectations of taxi service quality could be identified in four dimensions：tangibles,assurance, reliability, and empathy. SERVQUAL points weighted by factor loadings of each dimensions were calculated. All scales of passengers＇ perceptions were lower than those of expectations, and gaps between perceptions and expectations of dimensions increased from empathy, assurance, tangibles to reliability. Positive correlation between service quality and passenger satisfaction significantly indicates that reliability is the most important dimension for improving taxi service quality. That passenger characteristic is uncorrelated with service quality, and gap score of empathy dimension is the lowest indicates that there are not strong personalized demands for taxi service.