基于TOPSIS的出租汽车客运服务质量评价排序 |
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引用本文: | 姚志刚,王元庆,田刚.基于TOPSIS的出租汽车客运服务质量评价排序[J].武汉水运工程学院学报,2014(1):85-88. |
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作者姓名: | 姚志刚 王元庆 田刚 |
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作者单位: | [1]长安大学经济与管理学院,西安710064 [2]长安大学公路学院西安,710064 [3]西安科技大学管理学院,西安710054 |
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基金项目: | 国家自然科学基金项目(批准号:51178055)、教育部人文社会科学研究青年基金项目(批准号:10YJC790340)、中央高校基本科研业务费专项资金项目(批准号:CHDW2011ZD010)资助 |
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摘 要: | 为进一步明确政府监管人员、企业经营者、驾驶员与乘客的出租汽车客运服务质量感知差距,以杭州出租汽车服务质量调查为基础,采用逼近理想排序技术(TOPSIS)对不同参与主体的服务质量评价结果进行排序,计算出租汽车客运服务质量评价值贴近度,将出租汽车客运服务质量评价值从高到低排序为驾驶员、政府监管人员、企业经营者、乘客,发现出租汽车客运驾驶员、政府监管人员和企业经营者服务质量评价均高于乘客。结果表明,TOPSIS用于出租汽车客运服务质量评价排序有效,消除服务提供者的自满情绪有助于提高出租汽车客运服务质量。
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关 键 词: | 出租汽车 服务质量 TOPSIS SERVPERF模型 |
Ranking Perceptions of Taxi Service Quality of Participants with TOPSIS |
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Authors: | YAO Zhigang WANG Yuanqing TIAN Gang |
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Institution: | 1 School of Economics and Management, Chang' an University, Xi' an 710064, China;2 School of Highway, Chang' an University, Xi' an 710064, China;3 School of Management, Xi' an University of Science and Technology, Xi' an 710054, China) |
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Abstract: | To acquiring detailed assessment values of perception taxi service quality among regulator , manager ,driver and passenger ,the author proposed indexes of taxi service quality with a revised SE-RVPERF model and ranked perceptions of taxi service quality of participants with Technique for Order Performance by Similarity to Ideal Solution (TOPSIS) .Based on data of taxi service quality investiga-tion in Hangzhou ,China ,the author calculated closeness coefficients of each participant and found that regulator ,manager and driver all overestimated service quality than passenger .The result indi-cates that TOPSIS is an effective method to rank perceptions of taxi service quality ,and self-compla-cencies of taxi regulator ,manager and driver should be eliminated to improve taxi service quality . |
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Keywords: | TOPSIS taxi service quality TOPSIS SERVPERF |
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