A Method of Evaluating Car-Hailing Service Quality
- DOI
- 10.2991/acsr.k.191223.042How to use a DOI?
- Keywords
- traffic engineering, car-hailing, service quality, evaluation system, structural equation modeling, matter element extension theory
- Abstract
In order to improve the scientific quality of car-hailing service quality evaluation, the service quality of car-hailing was divided into three main dimensions: service environment quality, service interaction quality and service result quality from the perspective of service process. The specific measures included in the three main dimensions were included. As a sub-dimension, factor was used to construct a multi-dimensional and multi-level service quality evaluation index system. The potential variables and observed variables were determined according to the characteristics of each index. The structural equation model map was drawn according to the structural equation theory model, and the path coefficient was normalized. According to the theory of matter-element extension, the evaluation method of car-hailing service quality was proposed, the service quality evaluation level of car-hailing was determined, and the service quality of Chongqing city car service was selected and evaluated. The results show that the multi-dimensional and multi-level evaluation index system more fully reflects the quality characteristics of the car-hailing service, and the evaluation model can more scientifically and reasonably evaluate the quality of the car-hailing service.
- Copyright
- © 2019, the Authors. Published by Atlantis Press.
- Open Access
- This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).
Cite this article
TY - CONF AU - Qiliang Ren AU - Cong Bai AU - Ziyu Zhao PY - 2019 DA - 2019/12/24 TI - A Method of Evaluating Car-Hailing Service Quality BT - Proceedings of the 2019 International Conference on Big Data, Electronics and Communication Engineering (BDECE 2019) PB - Atlantis Press SP - 187 EP - 195 SN - 2352-538X UR - https://doi.org/10.2991/acsr.k.191223.042 DO - 10.2991/acsr.k.191223.042 ID - Ren2019 ER -