基于VIKOR的多主体出租汽车客运服务质量评价

Ranking Perceptions of Taxi Service Quality among Participants with VIKOR

为了检验政府监管人员、企业管理者、驾驶员、乘客四类不同出租汽车客运参与主体服务质量评价的一致性,以SERVPERF模型为基础,经过修正后构建了4大类17个出租汽车客运服务质量评价指标,开展了杭州市出租汽车客运服务质量问卷调查,采用VIKOR方法进行了不同主体的出租汽车客运服务质量评价排序,以乘客评价结果为参照,发现政府监管人员、企业管理者、驾驶员对出租汽车客运服务质量评价偏高,其中驾驶员最为明显.结果表明,将SERVPERF模型与VIKOR方法相结合用于出租汽车客运服务质量评价排序有效,消除驾驶员的自满倾向对提高出租汽车客运服务质量有意义.

To explore the consistency of taxi service quality assessment among four participants such as regulator, manager, taxi driver and passenger, seventeen indexes of taxi service quality are proposed from a revised SERVPERF model. The ranked perceptions of taxi service quality of participants with VIKOR are based on the taxi service investigation data from Hangzhou, a city locates at Eastern China. It compares the assessment value of passenger with the other counterparts, and finds that taxi service quality assessments of regulator and manager are partly overestimate taxi service quality separately, but taxi driver overestimates obviously. The results indicate that combining SERVPERF with VIKOR is an effective method to rank perceptions of taxi service quality, and self-complacency of taxi driver should be eliminated to improve taxi service quality.