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采用SERVPERF模型从可感知性、保证性、可靠性、响应性和关怀性5个维度度量客运出租汽车乘客的感知服务质量,通过计算各维度的重要程度和服务感知绩效值,发现服务感知绩效中保证性最好、响应性最差,重要程度评价中可靠性最高、关怀性最差。研究表明,出租汽车客运服务的可靠性是质量管理的重点、响应性是出租汽车客运服务质量管理的难点;同时,乘客个体特征与出租汽车服务质量之间的不显著相关表明出租汽车乘客的个性化服务需求不明显,这一结果为实施标准化的出租汽车客运服务提供了理论依据。
The SERVPERF model is used to measure the perceived service quality of passenger taxi passengers from the five dimensions of perceptibility, guarantee, reliability, responsiveness and caring. By calculating the importance of each dimension and perceived service performance, we find that service perceived performance The best assurance, the worst response, the most important degree of evaluation of the highest reliability, the worst care. The research shows that the reliability of taxi service is the key point of quality management and the responsiveness is the difficulty of taxi service quality management. At the same time, the irrelevant correlation between the individual characteristics of taxi and the service quality of taxi indicates the personality of taxi passenger The demand for chemical services is not obvious. This result provides a theoretical basis for the implementation of standardized taxi service.