|本期目录/Table of Contents|

[1]姚志刚,裘爱红,袁球明,等.城市出租汽车客运服务质量的 乘客感知特性分析[J].长安大学学报(社科版),2011,13(02):35-39.
　YAO Zhi-gang,QIU Ai-hong,YUAN Qiu-ming,et al.Characteristics of passenger's perception of urban taxi service quality[J].Journal of Chang＇an University(Social Science Edition),2011,13(02):35-39.
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《长安大学学报（社科版）》[ISSN:1671-6248/CN:61-1391/C]

卷:
第13卷
期数:
2011年02期
页码:
35-39
栏目:
交通运输
出版日期:
2011-06-20

文章信息/Info

Title:
Characteristics of passenger's perception of urban taxi service quality
作者:
姚志刚1; 裘爱红2; 袁球明2; 康文渊1
1. 长安大学 经济与管理学院,陕西 西安 710064; 2. 杭州市道路运输管理局 信息中心,浙江 杭州 310014
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
关键词:
出租汽车;  服务质量;  SERVPERF模型;  乘客
Keywords:
taxi;  service quality;  SERVPERF model;  passenger
分类号:
F570.71
DOI:
-
文献标志码:
A
摘要:
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。
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.

参考文献/References:

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[10]姚志刚.因子载荷加权SERVQUAL评价出租汽车乘客感知服务质量[J].武汉理工大学学报:社会科学版,2010,23(1):82-86.

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备注/Memo

备注/Memo:
收稿日期:2011-03-25 基金项目:教育部人文社会科学研究青年基金项目(10YJC790340); 浙江省道路运输管理局科技计划项目(2007025); 长安大学省级哲学社会科学重点研究基地项目(JD0902) 作者简介:姚志刚(1974-),男,陕西澄城人,副教授,工学博士。
更新日期/Last Update: 2011-06-20