安徽省驾培行业服务质量:现状、问题与对策

The Service Quality of Driver Training Industry in Anhui Province: Current Situation, Problems and Countermeasures

驾培行业是物流领域的基础性行业。通过对安徽省驾培行业价格机制调整之后的行业服务质量现状的调查、总结和分析,发现其存在诸多问题,如服务项目较少,形式单一;缺少差异化服务,同质化竞争严重;教练员服务意识不足等。因此,应该构建驾培服务水平评估指标体系,树立危机意识,强化内部管理,畅通投诉渠道,快速处理反馈,鼓励差异化竞争,提供特色服务等。

Driver training industry is the basic industry in the field of logistics. The authors investigate, summarize and analyze the present service quality of driver training industry in Anhui after the adjustment of the pricing mechanism and find some problems, such as only a few services provided with single form, the lack of differentiated services, and insufficient awareness of service among coaches and so on. In light of these problems, the authors propose that the driver training industry should establish an index system to evaluate the level of driver training service and have a sense of crisis; the driver training industry should also enhance internal management, ensure smooth and open complaint channel, deal with drivers’ feedback timely, encourage differentiated competition and provide feature service, etc.