Research On Service Quality Management Of Shenyang ZH Taxi Company

As the development of social economy and continuous improvement in individual income and living standard, when people make choices in transportation, demands have become diversified. Taxis can satisfy personal diversified demands in daily transportation for its characteristic in speediness, convenience, and comfort. As the development of the taxi industry, quality of services draws more and more focuses from the public.As an advanced representative of the taxi industry in Shenyang, Shenyang ZH Taxi Company has won a place in the market for just a few years since its foundation. Its brand image has gained a social wide recognition while its quality of services has maintained leading ahead in the industry. However, as the development of the company, some problems on quality of services has also appears. The mainly representation includes a yearly increased complaints and the frequent violation of regulation by drivers.etc, which makes numerous negative effects on the company and become a impediment to the further development of the company.Based on the Service quality theory and consulting the content of Service quality evaluation, this thesis does an intense research on the corporatization business model of taxi companies on their service quality management. Combining some investigation data from the industrial administrative authorities and utilizing a SERVQUAL model, the author prepares a questionnaire on quality of services, which makes a comprehensive evaluation on the service quality of the company from two perspectives, the industry management and passenger satisfaction. Through the investigation it works out that, an increase in complaint rate, occasional violation cases, service quality gap and poor complaint handling is the main representation of the company’s Service quality problem. Through a further analysis, the causes of such problems can be mainly included as poor comprehensive qualities of drivers, differentiation in services, improper complaint handling, and implications from industry policy etc. Based on the analysis of the causes, this thesis proposes some countermeasures, including strengthening the management of drivers, establishing a quality of service management system, improving complaint handling works, adaptation to implications from industry policy, and improving the quality of services and management level of the company.