Research And Application Of The Evaluation Method Of Network Car Service Quality

In recent years,online car Hailing has become an important part of people’s daily travel.Online car Hailing has become a popular mode of transportation for many citizens.With the continuous development of economy and politics in Dalian,the online car Hailing industry has also developed well in recent years.However,the most prominent problem of Dalian online car Hailing industry in recent years is "poor service quality".Therefore,for local government departments and online booking auto companies,how to improve the service quality of online booking Auto to attract passengers is the primary problem they need to consider;However,for the passengers who choose to book taxi online,whether the cost from the starting point to the destination is positively related to the quality of service they get in the process of traveling.So how to evaluate the online taxi booking service in Dalian,find out the root cause of the change of online taxi booking service quality,and put forward the corresponding improvement measures,has become the main content of this paper.This study is based on the survey data of Dalian Residents’ evaluation of online car Hailing service quality in 2019.Firstly,this paper establishes a three-tier service quality evaluation framework from the six dimensions of safety validity,loyalty validity,expectation validity,ecological validity,economic validity and experience validity to evaluate the online car Hailing service quality.This paper focuses on the online car Hailing service in Dalian,which is divided into five stepsFirst,based on the characteristics of online car Hailing service in China,combined with the characteristics of online car Hailing service in Dalian,from the perspective of users,this paper initially constructs an evaluation system including six dimensions and 17 detailed indicators of safety validity,experience validity,loyalty validity,expectation validity,ecological angle and economic validity.Secondly,the neural network is applied to the evaluation of online car Hailing service quality,and an online car Hailing service quality evaluation model based on neural network is proposed.Thirdly,input the data collected from the questionnaire into multiple linear regression model,traditional BP neural network model,PCA-BP Neural Network Model and GA-BP neural network model for prediction,and calculate the evaluation percentage error of the four prediction models respectively.Fourthly,on the basis of GA-BP neural network with the least average percentage error and combined with MIV(influence factor weight analysis),the influence weight of input neurons(17 influence indexes)on output neurons(total satisfaction of car Hailing)can be determined.Fifthly,the importance performance analysis(IPA)method is used to analyze the evaluation results of online car Hailing service quality in Dalian.Thus,we can determine the priority of the factors that affect the quality of online car Hailing service,so as to provide reference for online car Hailing enterprises and government departments to improve the quality of online car Hailing service.