基于TOPSIS的出租汽车客运服务质量评价排序

摘要

To acquiring detailed assessment values of perception taxi service quality among regulator , manager ,driver and passenger ,the author proposed indexes of taxi service quality with a revised SE-RVPERF model and ranked perceptions of taxi service quality of participants with Technique for Order Performance by Similarity to Ideal Solution (TOPSIS) .Based on data of taxi service quality investiga-tion in Hangzhou ,China ,the author calculated closeness coefficients of each participant and found that regulator ,manager and driver all overestimated service quality than passenger .The result indi-cates that TOPSIS is an effective method to rank perceptions of taxi service quality ,and self-compla-cencies of taxi regulator ,manager and driver should be eliminated to improve taxi service quality .%为进一步明确政府监管人员、企业经营者、驾驶员与乘客的出租汽车客运服务质量感知差距，以杭州出租汽车服务质量调查为基础，采用逼近理想排序技术（TOPSIS）对不同参与主体的服务质量评价结果进行排序，计算出租汽车客运服务质量评价值贴近度，将出租汽车客运服务质量评价值从高到低排序为驾驶员、政府监管人员、企业经营者、乘客，发现出租汽车客运驾驶员、政府监管人员和企业经营者服务质量评价均高于乘客。结果表明，TOPSIS用于出租汽车客运服务质量评价排序有效，消除服务提供者的自满情绪有助于提高出租汽车客运服务质量。