Research On Evaluation Index System Of Online Car-hailing Service Quality In Beijing

The rapid development of modern information technology has infiltrated all walks of life.In traffic Industry,the advent of online booking taxis has greatly increased public efficiency.Prior to obtaining the status of legitimacy,there are problems in online car-hailing service such as unclear responsibilities,insufficient platform supervision,drivers are not skilled in service and personal safety of passengers cannot be guaranteed.At present,China has promulgated a number of documents to regulate the operation of the online car-hailing service.It has acquired legal status.However,there is still a lack of systematic and objective evaluation criteria for the quality of Online car-hailing service.Beijing online car-haling service has the following characteristics:relying on mobile Internet technology;services more diverse;the business model of online car-haling service company are intermediary dynamic calculation of costs,based on real-time car demand and traffic information increased temporary increase project,reflecting the market supply and demand laws.Evaluation index system of online car-hailing service quality in Beijing covers three levels.The construction process combines the five elements of service quality with the characteristics of the Beijing Service,and uses the two dimensions of platform service and driver service as the primary indicators for evaluation.The five elements of quality are used as the secondary indicators,and the weight of each indicator is calculated using the analytic hierarchy process.From macroscopic aspect,the government should focus on the balance between supervision and development and give room for its development.In terms of specific measures,the government should broaden its supervision channels,encourage social forces to participate,and promote service optimization through external efforts.Effective punitive measures should be adopted for problems such as unreasonable billing,unresponsive complaints,and inconsistent vehicles.The platform sets up an incentive mechanism to encourage drivers to actively improve the interior environment of the vehicle,familiarize themselves with the route and improve service quality,attract more drivers to participate,and provide support for capacity.The online business platform's own business capabilities also should be continuously improved to improve the accuracy of the estimated costs,which in turn will achieve high-quality services of online car-haling,develop healthily,and safeguard public interest.