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移动互联网的出现给出租车行业带来了巨大变革。私家车运营合法化的法规出台和滴滴收购优步形成的联盟让这个行业发展精彩不断,也竞争不断。出租车行业的竞争归根结底是服务的竞争,本文从服务运营管理的角度解析出租车服务质量的6大维度,并分析了各维度对顾客满意度的影响,实证检验了服务质量各维度的影响程度大小,发现可靠性、反应性、易用性和补偿性对顾客满意度影响显著。最后,本文从以上四方面提出改进服务的合理化建议,使出租车企业在激烈的竞争中赢得更多的忠诚客户。
The advent of mobile internet has revolutionized the taxi industry. The legalization of the operation of private car and the introduction of the acquisition of UBS to make the development of this industry exciting and constantly competitive. In the final analysis, the competition of taxi industry is service competition. This paper analyzes six major dimensions of taxi service quality from the perspective of service operation management, and analyzes the impact of each dimension on customer satisfaction, and empirically tests the impact of various dimensions of service quality Size, found that reliability, responsiveness, ease of use and compensatory impact on customer satisfaction significantly. Finally, this paper puts forward reasonable suggestions to improve service from the above four aspects, so that taxi companies win more loyal customers in the fierce competition.