Research on Online Car-Hailing Service Quality Evaluation Based on SERVQUAL

摘要

Excellent service quality of online car-hailing is a crucial guarantee to improve passengers' satisfaction and loyalty. Firstly, in consideration of the features of the online car-hailing service industry in Jiangsu Province, the service security index, service reliability index, and service economical index are selected based on the service quality evaluation index system of cruising taxis. Then, the SERVQUAL model was conducted to estimate and evaluate the service quality of online car-hailing services in Jiangsu Province. Finally, according to the model results corresponding counter measures and policies are proposed to elevate the service quality of online car-hailing service. The results can not only explore the improvement orientation of online car-hailing service quality in Jiangsu Province, but also provide guidance for the management strategies of online car-hailing.