Research On Service Quality Evaluation Of Taxi APP Based On SERVQUAL Model

With the widespread popularity of the mobile Internet,mobile e-commerce is rapidly expanding and is constantly flooded with people's lives.Under such circumstances,consumers' perceptions and expectations of service quality are different from the traditional offline service experience.Worth researching issues.In the past,scholars mostly focused on online shopping,catering,tourism,etc.,and few scholars studied the field of taxis app.The two parts are analyzed separately,but taxi app as a complete service has its own specific service flow and should not be measured separately when analyzing the quality of service.Therefore,this article takes the mobile taxi APP as an entry point to explore the impact of different indicators on mobile taxi APP service quality,and analyzes the user's expectations and perceptions.This article through literature research,statistical analysis and other methods,based on the SERVQUAL model as the research point,combined with the service characteristics and process of mobile taxi APP,trying to build a mobile taxi APP service quality evaluation model,the initial evaluation model contains a total of 7 dimensions and 23 Indicators and questionnaires based on the initial model.Descriptive statistical analysis,reliability,and validity analysis were performed on the data collected from the questionnaire survey and appropriate modifications were made.The modified mobile taxi APP service quality evaluation system includes a total of seven dimensions: quality and reliability,responsiveness,assurance,empathy,security,system availability.By weighting the modified system,the first-level indicators adopt the principal component analysis method to obtain the seven-dimension weight values,and the second-level indicators adopt the multiplication scale method to obtain the weight values of the secondary indicators of each dimension.In conclusion it improves the service evaluation system of taxi APP service quality.In addition,the paper calculates the perception-expectation scores of taxi APP users to analyze the quality of mobile taxi APP services.The following items are urgently needed to improve the service quality of taxi APP: Help the user to quickly call the vehicle and the driver can accurately find the user The location of the pick-up and the user's information are not used for other purposes.The construction of taxi APP service quality evaluation system has expanded the research of mobile electronic service quality evaluation in different fields,and at the same time,it has supplemented the domestic research of taxi APP field and provided reference for future generations of research.At the same time,it can also provide reference for enterprises to measure and improve service quality,and promote better development of taxi app.