Research On The Service Quality Evaluation Of The Network Vehicle Based On SERVQUAL And IPA Model

Since the emergence of the domestic market,the development of network booking Taxis(hereinafter referred to as the network about car)is very rapid.There are a lot of the network about car platform into this market.At present,the network about car market basically covers all the cities of the country,it enriches people's travel means,and solves people's travel demand.With the increasing competition in the domestic network and the expansion of the operation scale,the network about car industry has gradually appeared a lot of service quality problems.In order to ensure the healthy development of China's online car market,we need to be targeted to improve the service quality of the domestic network about car.Therefore,it is urgent to study the service quality of the network about car in our country at present,and to put forward the improving scheme which can be used for reference.At present,there are few literatures on the evaluation of the service quality of the network vehicle.On the basis of summarizing and drawing reference on the literature of service quality evaluation in other service industries at home and abroad,this paper constructs a model of service quality evaluation for the network about vehicle industry.First of all,on the basis of the classical SERVQUAL,and based on the service characteristics of China's network about car,and from the user's point of view,this paper constructs an evaluation index system,which containing 7 dimensions of quality,reliability,responsiveness,security,empathy,economy and 21 subdivision indices.And then,we choose the urban users as the empirical research object,using IPA method to analyze the service quality of Chengdu network about car.Through the fuzzy analytic hierarchy process,the paper determines the importance degree of the index.Through the form of questionnaire survey,we get the quality evaluation information of Chengdu network about car,and then calculate the corresponding satisfaction degree of the index.Through IPA positioning,the 21 indexes of service quality evaluation are distributed to strengthening area,opportunity zone,transition zone and dominant zone.It is concluded that the index which needs to be first improved in the service of Chengdu Network about car is the vehicle environment.The second priority is the opportunity area index,which is the driver technology,lost and found,reminding of safe driving,handling baggage,complaint handling,driver wearing,driver contacting,Invoicing and providing additional service.Further,this paper puts forward some suggestions for improving the service quality of Chengdu network about car.