客运出租汽车服务质量的重要度-绩效分析

交通运输系统工程与信息 ›› 2011, Vol. 11 ›› Issue (5): 181-.

客运出租汽车服务质量的重要度-绩效分析

姚志刚*

长安大学经济与管理学院，西安 710064

收稿日期:2011-06-24 修回日期:2011-07-21 出版日期:2011-10-24 发布日期:2011-11-03
作者简介:姚志刚 (1974- ),男，陕西澄城人,副教授,博士.
基金资助:
教育部人文社会科学研究青年基金(10YJC790340);浙江省道路运输管理局科技计划（2007025）.

ImportancePerformance Analysis of Taxi Service Quality

YAO Zhi-gang 

School of Economics and Management, Chang’an University, Xi’an 710064, China

Received:2011-06-24 Revised:2011-07-21 Online:2011-10-24 Published:2011-11-03

摘要/Abstract

摘要： 为了明确客运出租汽车服务质量管理的重点，根据SERVPERF模型将客运出租汽车服务质量划分为22个构成要素.以杭州市为例进行乘客调查，采用区间估计法计算各服务质量构成要素的重要度和绩效均值及其置信区间，建立服务质量的重要度-绩效分析四象限矩阵，在95%置信水平下从12个构成要素中获得客运出租汽车服务质量重点改善的5方面内容.结果表明，客运出租汽车服务质量管理应从提高车辆档次、外观和加强安全设施配置转向改善车内卫生、治理驾驶员拒载绕道和规范驾驶员行为；采用区间估计修正传统重要度-绩效分析法，可减少问卷调查的统计误差，使客运出租汽车服务质量评价结果更加可信.

关键词: 城市交通, 出租车, 服务质量, 重要度-绩效分析, 置信区间

Abstract: To identify the key points of taxi service management, a SERVPERF instrument including 22 items is proposed to measure the taxi service quality.Scales of importance and performance of all items are obtained in a passenger survey in Hangzhou, China.Confidence intervals of means of those importance and performance are calculated with interval estimation and a fourquadrant matrix of importanceperformance analysis is conducted.Five items of the priority task for taxi service management are obtained from 12 items at the 95% confidence level.The present study reveals that resources used for improving vehicle facilities and safety equipments should be reduced and be applied for vehicle interior cleanliness, driver’s refusal and detour, driver’s rude behaviors and service consciousness.The result indicates that the revised importanceperformance analysis with interval estimation is a reliable approach for measuring key factors of taxi service management.

Key words: urban traffic, taxi, service quality, importanceperformance analysis, confidence interval

中图分类号:

F570.6

姚志刚. 客运出租汽车服务质量的重要度-绩效分析[J]. 交通运输系统工程与信息, 2011, 11(5): 181-.

YAO Zhi-Gang. ImportancePerformance Analysis of Taxi Service Quality[J]. Journal of Transportation Systems Engineering and Information Technology, 2011, 11(5): 181-.

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http://www.tseit.org.cn/CN/Y2011/V11/I5/181

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