出租汽车行业服务质量评价方法研究

Research on Service Quality Evaluation Method in Taxi Industry

本文从长三角3个城市出租汽车服务行业入手,研究了出租汽车行业的服务特性,从能力、过程和绩效3个维度构建出租汽车服务评价的质量评价模型与指标体系。在此基础上,采取问卷调查和统计分析方法,对模型进行了检验。本文为改进服务质量测评方法提供了理论支持,也有助于更好促进出租汽车行业服务质量的改善。

Through the empirical study on taxi service in three cities of Yangtze River Delta, this article analysis the service characteristics, develops a service quality evaluation model and indicator system composed by capability, process and performance. Based on that, it carries out examination for the model by the means of questionnaire and statistical analysis. This article provides theoretical support to improve the evaluation method of service quality and will be helpfill to promote the better service quality in taxi industry.