Study On Distribution Characteristics And Coping Strategies Of Passenger Complaints In The Rental Industry Of Chongqing's Main City

The number of taxis in the main city of Chongqing has increased year by year,and the number of passenger complaints has gradually increased.How to conduct in-depth analysis of passenger complaint text data,find out the distribution rules of passenger complaints,focus on key complaints,formulate corresponding coping strategies,and improve rental Car service quality,passenger satisfaction,and the consolidation of taxis as a traditional public transport are of great importance.Based on this,this paper has carried out the following aspects:1.Analyze the three aspects of taxi management structure,system support and complaints in the main city of Chongqing,and conclude that there are insufficient complaint support in the taxi complaint system in the main city of Chongqing,the complaint handling process is complicated and the active prevention is not enough.Questions.A knowledge mining method based on complaint data is proposed,and the acquired data is cleaned,sorted,classified,and aggregated to form knowledge about taxi passengers,and the knowledge is transmitted and shared among taxi companies.2.Based on the relevant theories and classification methods of text data mining,the principle and process of constructing the passenger complaint text mining model in the main city of Chongqing are constructed.First,the text of the complaint is converted into a word form.Secondly,the text content is characterized and digitized.Finally,the algorithm combined with SVM-KNN is used to form a form that can be recognized and processed by the machine.Analyze complaint texts and mine causal hot words in each category to analyze complaint hotspots and causes.3.Apply the improved algorithm to the classification process of taxi passenger complaint data,and analyze the distribution law of passenger complaints.Summarize the three rules of passenger complaints distribution in the main city of Chongqing.The frequency of passenger complaints is mainly concentrated in the daily 18:00-22:00 time period.The passengers complain about the top ten areas of the Longtousi Square,Jiangbei Guanyin Bridge,and the Jiefang Monument.There are three types of passenger complaints: Hongyadong,Shapingba Ciqikou,Jiangbei District Jiujie,Jiulongpo District Yangjiaping,Airport T3 Terminal,Jiangbei District Hongqihegou and Shapingba Square.The types of passenger complaints are mainly uncivilized service,refusal and bypass.Corresponding measures were taken based on the regions,time periods and types of complaints in which the taxi complaint rate was high.Finally,based on the principle of taxi complaint management,the relevant strategies were formulated from taxi companies,taxis and drivers.The number of complaints and violations was used as a monitoring indicator to improve the overall service supervision quality of taxis.