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

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.

• Record URL:
  • https://doi.org/10.1061/9780784482292.468
• Availability:
  • Find a library where document is available. Order URL: http://worldcat.org/isbn/9780784482292
• Supplemental Notes:
  • © 2019 American Society of Civil Engineers.
• Corporate Authors:

  American Society of Civil Engineers

  1801 Alexander Bell Drive
  Reston, VA  United States  20191-4400
• Authors:
  • Zhang, Yong
  • Wang, Xing
  • Lu, Yuanliang
  • Wang, Ting
  • Li, Yunfei
  • Song, Changjuan
  • Duan, Junhu
• Conference:
  • 19th COTA International Conference of Transportation Professionals
  • Location: Nanjing , China
  • Date: 2019-7-6 to 2019-7-8
• Publication Date: 2019-7

Language

• English

Media Info

• Media Type: Web
• Pagination: pp 5438-5449
• Monograph Title: CICTP 2019: Transportation in China—Connecting the World

Subject/Index Terms

• TRT Terms: Computer online services; Quality control; Quality of service; Reliability; Ridesourcing
• Identifier Terms: Servqual
• Geographic Terms: Jiangsu Province (China)
• Subject Areas: Highways; Operations and Traffic Management;

Filing Info

• Accession Number: 01711811
• Record Type: Publication
• ISBN: 9780784482292
• Files: TRIS, ASCE
• Created Date: Jul 22 2019 10:32AM