| 因子载荷加权SERVQUAL评价出租汽车乘客感知服务质量 |
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| 引用本文： | 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). DOI: 10.3963/j.issn.1671-6477.2010.01.016 |
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| 作者姓名： | 姚志刚 |
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| 作者单位： | 长安大学,经济与管理学院,陕西,西安,710064 |
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| 基金项目： | 教育部高等学校博士学科点专项科研基金"城市快速发展期中心市区与城市新区的交通建设策略" |
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| 摘 要： | 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.
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| 关 键 词： | 客运出租汽车 服务质量 因子分析 |
Measuring Passengers' Perceptions of Taxi Service Quality with SERRQUAL Weighted by Factor Loadings |
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| YAO Zhi-gang. Measuring Passengers' Perceptions of Taxi Service Quality with SERRQUAL Weighted by Factor Loadings[J]. Journal of Wuhan University of Technology(Social Science Edition), 2010, 23(1). DOI: 10.3963/j.issn.1671-6477.2010.01.016 |
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| Authors: | YAO Zhi-gang |
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| Affiliation: | YAO Zhi-gang(School of Economics , Management,Chang'an University,Xi'an 710064,Shanxi,China) |
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| Abstract: | Passenger's expectations of taxi service quality are the basis for quality regulation of government and service management of taxi companies.Service quality of taxi was investigated in Hangzhou as a case in point.Factor analysis of the survey data found that passenger perceptions and expectations of taxi service quality could be identified in four dimensions:tangibles,assurance,reliability,and empathy.SERVQUAL points weighted by factor loadings of each dimensions were calculated.All scales of passengers' pe... |
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| Keywords: | SERVQUAL |
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