乘客感知视角的网约车服务水平评价

Service Quality Evaluation of Online Ride-Hailing Based on Users Perception

网约车已经成为城市交通重要的组成部分,开展网约车服务质量评价对于提高行业健康可持续发展非常重要。从乘客感知视角,模拟乘客实际打车全链条各环节,着重乘客心理感受,构建了网约车服务水平评价模型。基于SERVQUAL模型思想,从纵向横向2个维度筛选指标,考虑聚合平台服务水平,设计网约车服务水平评价指标体系。在权重计算中,采用主客观综合权重法,集成AHP主观权重法和CRITIC客观权重法的优势。采用基于网约车服务水平评价模型,实施线下测评,对某市12家网约车企业开展评价,证明模型具有良好的应用效果。

Ride-hailing has become a part of urban transportation.It is very important to carry out service quality evaluation to improve sustainable development of Ride-hailing.From the perspective of passenger perception,the paper constructs the evaluation model of online car hailing service level by simulating the whole chain of actual taxi hailing and collecting the psychological feelings.Based on SERVQUAL model,the evaluation index system of car-hailing service level is designed by screening indexes from vertical and horizontal dimensions.Besides,the service level of aggregation platform is considered in index system.Integrating the advantages of AHP and CRITIC weight method,the subjective-objective weight method is adopted.Based on the evaluation model of car-hailing service level,a survey is carried out and 12 car-hailing companies are evaluated.The model is proved to have a good application effect.