网约车服务质量与乘客满意观感研究  

Research on the Quality of Ride Hailing Services and Passenger Satisfaction Perception

作　　者：陈怡静 陈贝怡 CHEN Yi-jing;CHEN Bei-yi(Zhaoqing University,Zhaoqing,Guangdong 526061)

机构地区：[1]肇庆学院经济与管理学院,广东肇庆526061

出　　处：《天津商务职业学院学报》2024年第6期48-55,共8页Journal of Tianjin College of Commerce

摘　　要：本文通过对“十四五”时期交通运输领域政策文本的解读,发现网约车行业在政策引导下呈现快速发展态势,但其服务质量的异质性矛盾逐渐凸显。网约车安全事故频发,负面新闻曝光的增加进一步加深消费者对网约车司乘安全隐患的忧虑,导致网约车的公信力大幅下降。本文以关键事件技术为研究方法,收集乘客真实乘车经历事件,透过对满意事件或不满意事件的分类与分析,探究影响网约车服务质量的主要因素。结果表明,网约车司机素质、司机职业服务意识、车况质量的监管和车辆调度等是影响网约车服务质量和乘客满意度的主要因素。据此,本文针对性从“司机、车辆、乘客”三个维度提出参考性建议。Through the interpretation of policy texts in the transportation sector during the 14th Five Year Plan period,it is found that the ride hailing industry has shown a rapid development trend under policy guidance,but the contradictions arising from heterogeneous service quality have become increasingly apparent.The frequent safety incidents in ride-hailing services,coupled with the rise in negative media cover⁃age,have heightened consumer’s concerns over safety risks for both drivers and passen⁃gers,leading to a significant erosion of trust in ride hailing services.Utilizing the Critical Incident Technique(CIT),this article examines real passenger narratives of ride-hail⁃ing experiences.By categorizing incidents into satisfactory and unsatisfactory clusters,it identifies main factors affecting service quality.The results indicate that driver compe⁃tence,their professional service awareness,supervision of vehicle condition and quality,and vehicle scheduling are the main factors affecting the quality of ride hailing services and passenger satisfaction.Based on this,this study proposes reference suggestions from three dimensions:"driver,vehicle,and passenger".

关 键 词：网约车 服务质量 乘客满意观感 关键事件技术 

分 类 号：F572.3[经济管理—产业经济]