文章编号： 1672-5328（2021）02-0103-09

李晋1，江勇东1，顾天奇1，庄楚天1，徐笑梅2
(1. 悉地(苏州)勘察设计顾问有限公司，江苏苏州215123；2. 南通大学土木与交通工程学院，江苏南通226019)

摘要： 网络预约出租汽车(以下简称“网约车”)在爆发式增长的背后不可避免地存在许多服务质量 问题。如何对网约车服务质量进行测评，提出改善服务质量的相关措施从而保持其竞争优势，已成 为网约车行业的首要任务。对SERVPERF量表中的5 个维度22 个指标进行改进，建立包含安全、可 靠、效率、诚信、设施、服务6 个维度20 个指标的网约车服务质量评价指标体系。构建一套综合 IPA分析法、AHP法、问卷调查法的网约车服务质量定量化测评方法。以苏州市为例，对滴滴出 行、首汽约车等4 家网约车平台的9 个产品开展服务质量测评，并以此为依据提出服务质量改进的 相关措施。

关键词： 网约车；服务质量；评价指标；SERVPERF量表；IPA分析法；AHP法；问卷调查法；苏 州市

中图分类号： U491

文献标识码：A

Evaluating Quality of Online Ride-Hailing Service Based on Users

Li Jin1, Jiang Yongdong1, Gu Tianqi1, Zhuang Chutian1, Xu Xiaomei2
(1. CCDI(Suzhou) Exploration & Design Consultant Co., Ltd., Suzhou Jiangsu 215123, China; 2. School of Transportation and Civil Engineering, Nantong University, Nantong Jiangsu 226019, China)

Abstract： There are many predictable service problems behind the explosive growth of online ride-hailing service. How to evaluate and improve the online ride-hailing services for sustaining its competitive edge has become the industry's development priority. By improving the 22 indicators under five dimensions on the SERVPERF scale, this paper establishes a quality evaluation system for the online ride-hailing service with 20 indicators in safety, reliability, efficiency, integrity, facilities, and service. A set of quantitative evaluation methods for the quality of online ride-hailing services are established, which integrates IPA analysis, AHP, and questionnaire survey. Taking nine products of four online ridehailing platforms including Didi and Shouqi in Suzhou as an example, the paper evaluates the service quality and proposes improving measures.

Keywords： online ride- hailing; service quality; evaluation indicators; SERVPERF scale; IPA analysis; AHP method; questionnaire survey; Suzhou