等待时间、感知经济损失与服务满意度之间的关系研究——以出租车司机加气排队为例

The Relationships among Waiting Time,Perceived Economic Loss and Service Satisfaction:A Study of Taxi Drivers' Waiting for Gas

针对出租车司机加气排队的现象,本文通过设计现场实验收集所需数据,对等待过程中司机的时间感知、感知经济损失和服务满意度之间的关系进行实证研究。结果表明:(1)真实等待时间与感知等待时间之间存在线性回归函数关系;预计等待时间能够部分反映真实或感知的等待时间;合理等待时间是相对独立的,与感知等待时间关系很弱,不受真实等待时间的影响;(2)感知等待时间与感知经济损失之间为线性回归函数关系;(3)感知等待时间、感知经济损失都对满意度评价具有显著负向影响。本文最后提出运用感知管理和运营管理缩短等待时间的建议,以及计算合理补贴额度实施排队补贴的方法。

Based on field experimental data of taxi drivers' waiting for gas,this paper investigates the underlying relationships among drivers' time perceptions,perceived economic loss and customer satisfaction. The results show that:( 1) Linear regression model describes the relationship between actual waiting time and perceived waiting time; expected waiting time partly relates to actual and perceived waiting time; reasonable waiting time is an independent variable that weakly relates to perceived waiting time and has no relationship with actual waiting time.( 2) Linear regression function fits the relationship between perceived waiting time and perceived economic loss.( 3) Perceived waiting time and perceived economic loss both have significant negative impacts on customer's satisfaction. Finally,we provide suggestions for shortening waiting time by operations management and perception management as well as methods to calculate waiting subsidies for taxi drivers.