Research Of Hangzhou Taxi Industry Regulation Based On Service Quality

With the rapid social and economic development, people have become increasingly demanding on transportation, which leads taxi into people’s daily lives. As an important component of public transportation system, taxi has always attracted much attention, so does its service quality. As one of the most famous tourism cities in our China, Hangzhou is the economic, political and cultural center of Zhejiang province, as well as transportation hub in East China, which plays a significant role in all the cities. Being one of the public transportation tools, taxi plays an important role in shaping city images. Moreover, economy development of Hangzhou over the past few years has promoted the expansion of taxi industry. With the competitions in every industry becoming more and more intense, improving service quality has been attached much attention. Service is the key factor of taxi industry, thus improving service quality not only meets the needs of the passengers, but also serves for the administration of taxi industry. At the meantime, it is the starting point and core of taxi industry regulations. In this paper, regulation on quality of taxi service in Hangzhou is treated as the research object. In combination with service management theories, the author proposes measures to improve the service quality based on the present issues in taxi industry in order to provide reference for related departments.Firstly, the paper examines the development course of taxi industry, compares the business modes of running taxi companies and analyzes the pros and cons of each mode. The present service quality of different taxi companies is studied via questionnaires, and administrative measures based on passengers-centered idea are promoted. Then the paper analyzes service quality of Hangzhou taxi industry, discusses problems in industry environment and industry service quality regulation, provides measures to regulate taxi industry. Finally, this paper comes up with some constructive suggestions to help regulate service quality in taxi industry, including strengthening the government regulation of taxi industry, improving the drivers’skills, strengthening the environmental construction of taxi industry, reforming the business modes and carrying out all-rounds quality management to provide constructive suggestions for taxi industry regulation.