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以杭州市为例进行出租汽车服务质量调查,因子分析发现可以从有形性、保证性、可靠性和关怀性四个维度进行乘客感知服务质量评价;用因子载荷加权SERVQUAL计算乘客感知与期望值,发现前者均低于后者,关怀性、保证性、有形性、可靠性维度的差距依次加大。乘客感知服务质量与满意程度显著正相关,表明提高乘客满意度首先要改善出租汽车的可靠性维度服务质量;乘客个体特征与服务质量不相关,关怀性维度差距最小,表明出租汽车服务的个性化需求不明显。
Taking Hangzhou as an example, the taxi service quality survey was carried out. The factor analysis found that passenger perceived service quality could be assessed from the four dimensions of tangible, assurance, reliability and caring. The passenger load and perception were calculated by factor loading weighted SERVQUAL. The former are lower than the latter, and the differences of caring, assurance, tangible and reliability dimensions increase in turn. Passenger perceived service quality is significantly and positively correlated with the degree of satisfaction, indicating that to improve passenger satisfaction, we must first improve the service quality of the reliability dimension of the taxi; individual characteristics of passengers are not related to the quality of service, and the difference of the caring dimension is the smallest, indicating that personalized taxi service The demand is not obvious.