出租车不同收入乘客群体质量需求特性差异分析

Difference Analysis of Quality Demand Characteristics of Taxi Passenger Groups with Different Incomes

根据出行链和行业服务规范,从满意度视角构建了巡游出租车乘客质量需求指标体系.通过乘客满意度调查,按税后收入将乘客分为较高收入和较低收入群体.根据总体满意度将乘客分为满意群体和不满意群体,使用MLP(multilayer perceptron)神经网络分别确定了两个群体的满意度影响因子作用系数.运用三因素理论满意度值及其作用系数关系,采用弹性系数法辨识了不同收入乘客群体基本、发展和激励型需求指标,并用集合论分析不同收入群体间出行质量需求异同.研究发现巡游出租车乘客非常关注车辆状况、规范收费服务和出行响应,期望在出行安全方面有更好的发展,另外巡游出租车行业可在资源、条件允许情况下提供激励措施.研究结果有助于巡游出租车行业发展和服务质量改善.

According to the travel chain and industry service standards,the quality demand index system of cruise taxi passengers was constructed from the perspective of satisfaction.Through the survey of passenger satisfaction,passengers were divided into higher income groups and lower income groups according to after-tax income.According to the overall satisfaction,passengers were divided into satisfied groups and dissatisfied groups,and MLP(Multilayer Perceptron)neural network was used to determine the influencing factors of satisfaction of the two groups.Based on the relationship between satisfaction value of three-factor theory and its function coefficient,the basic,development and incentive demand indexes of different income groups were identified by elastic coefficient method,and the similarities and differences of travel quality demand among different income groups were analyzed by set theory.The results show that cruise taxi passengers are very concerned about vehicle condition,standardize toll service and travel response,and expect better development in travel safety.The taxi industry can provide incentives when resources and conditions permit.