The Analysis Of Improving The Service Quality About The DIDI Private Car

With the progress of science and technology,the network car has flourished in all parts of China in the past five years.Since China has been in the process of urbanization over the years,the population is growing,and the demand for travel is growing,so the "hard to drive" is a big problem in the traffic industry in our country.Special vehicle platform,as a representative of new things in mobile Internet,alleviates the phenomenon of "Taxi" no-load rate and hard driving which are caused by information asymmetry between taxi drivers and passengers.Therefore the net about the car is quickly recognized by the market.From the current competition of the car market,Didi Taxi has formed a market pattern of a single big trip,the Yidao and Shenzhou each occupy a certain market share.First of all,this article is analyzed by questionnaire survey.Before the start of the paper,two sets of questionnaires will be designed to investigate the Didi drivers and the general public,respectively.In order to listen to the advice and suggestions of drivers and passengers on travel service,and then do a good job of data collection,input,combined with questionnaire data to carry out quantitative analysis.At the same time,on the basis of questionnaire survey,we select some drivers and passengers of different ages to interview,mainly to supplement the information that cannot be written in the questionnaire.This paper will also use the contrast method to select Shenzhou special vehicle as a comparative case,and compare the similarities and differences between the two companies' prices,channels,promotions and products,and analyze the differences of their business strategies with the help of 4P theory.At the same time,through the analysis of the current political,economic,technical and social environment by PEST,the service standards faced by the Didi Taxi companies are combed.After investigating,comparing,interviewing and analyzing the internal and external environment of Didi Taxi trip,we take the strategy of goal?selection?implementation?guarantee to analyze and guide the improvement of Didi Taxi service quality.Through the survey found that passengers have a high satisfaction on the platform,with respect to drivers,but they are still more dissatisfied with the line driver service attitude and car positioning technology.many consumers will use drops taxi only in promotional discounts due to the price factor;From the driver's side,80% of the drivers are part-time drivers.Dripping is only one way to earn extra money,in addition,drivers' satisfaction to the platform is low,especially for software positioning,navigation function,order quantity,reward system,complaint mechanism and so on.are more.Besides,the driver is more aware of the vehicle platform than the dispersed passenger,and has a strong awareness of rights.Through PEST analysis,it's a good news that guarantee the car drivers' interests and personal safety with the legalization of a special car to improve the quality of service,which benefit from the external environment,technical environment,economic environment,social environment.There is still much room for improvement in its products,prices and promotions,such as the lack of product innovation,the price sensitivity of passengers,the reduction of passenger satisfaction,the promotion of marketing methods and the high cost of marketing from the analysis of 4P theory.Through the analysis of questionnaires and interviews,the internal and external environment of market,the Didi,on the basis of the existing services,put forward a complete planning and enhance the quality of service about the four stages including strategy goal?selection?implementation?guarantee,which start from the vision of a Didi special vehicle platform.In order to achieve the "make travel better vision”,it needs to improve the core competitiveness of enterprises,choose market cooperation,improve cost control ability,improve product differentiation and centralization.It is suggested that we should improve technology level,enrich product category and innovation,advance management level,follow up service level and strengthen supervision to enhance service quality.It also guarantees the implementation of the strategy in the aspects of capital investment,human resources and credit guarantee.