| 基于SERVQUAL的出租车客运服务质量评价研究 |
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| 引用本文： | 吴伟,吴承明.基于SERVQUAL的出租车客运服务质量评价研究[J].交通与运输,2007(2). |
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| 作者姓名： | 吴伟 吴承明 |
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| 作者单位： | 安徽省公路勘测设计院 合肥230011 |
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| 摘 要： | 在介绍SERVQUAL评价模型的基础上,对出租车客运服务的特点进行分析,提出了应用SERVQUAL模型进行出租车客运服务质量评价的步骤和方法。实例通过对武汉市出租车客运服务的调查数据进行分析评价,得到评价结果并验证模型的适用性,并以此为依据提出提高出租车客运服务质量的对策。
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| 关 键 词： | SERVQUAL 出租车 服务质量 评价 |
Research on Quality Evaluation of Taxi Psssenger Traffic Based on Servqual |
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| WU Wei WU Cheng-ming.Research on Quality Evaluation of Taxi Psssenger Traffic Based on Servqual[J].Traffic and Transportation,2007(2). |
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| Authors: | WU Wei WU Cheng-ming |
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| Abstract: | On the basis of introducing SERVQUAL evaluation model, the essay analysis the character of taxi services, puts forwards the methods and procedures of evaluating the quality of tax services based on the SERVQUAL model. The effectiveness and application of the model are tested in the essay by examining the data from investigations on the tax passenger services of Wuhan. On the foundations of the research results, the paper also proposes countermeasures to improve the quality of taxi services. |
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| Keywords: | SERVQUAL Taxi Service quality Evaluation |
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