|Table of Contents|

Characteristics of passenger's perception of urban taxi service quality(PDF)

《长安大学学报（社科版）》[ISSN:1671-6248/CN:61-1391/C]

Issue:
2011年02期
Page:
35-39
Research Field:
交通运输
Publishing date:
2011-06-20

Info

Title:
Characteristics of passenger's perception of urban taxi service quality
Author(s):
YAO Zhi-gang1;  QIU Ai-hong2;  YUAN Qiu-ming2;  KANG Wen-yuan1
1. School of Economics and Management, Chang'an University, Xi'an 710064, Shaanxi, China; 2. Center of Information, Hangzhou Highway Transportation Management Bureau, Hangzhou 310014, Zhejiang, China
Keywords:
taxi;  service quality;  SERVPERF model;  passenger
PACS:
F570.71
DOI:
-
Abstract:
Passenger perceptions of taxi service quality are identified and divided into five dimensions: tangibles, assurance, reliability, responsiveness and empathy. Importance and performance scales of these 5 taxi service quality dimensions are calculated with SERVPERF model. The authors have found that assurance has highest point and responsiveness has lowest point in performance appraisal, reliability has highest point and empathy has lowest point in importance appraisal. The results indicate that reliabil-ity is the most important objective of quality regulation and responsiveness needs to be improved. The fact that passenger characteristics are uncorrelated with service quality shows that there are no strong personal demands for taxi service. The results provide theoretical basis for the design and application of standardized taxi service.

References:

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Memo

Memo:
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Last Update: 2011-06-20