CN113642841A - Taxi service quality evaluation method - Google Patents
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Abstract
The application provides a taxi service quality evaluation method, the taxi comprises a network taxi appointment and a tour taxi, and the method comprises the following steps: s100, constructing a quality evaluation system, wherein the quality evaluation system comprises at least two levels of indexes, the first level index of the network appointment vehicle is the same as that of the tour vehicle, and the second level index is different; s200, establishing an evaluation model; s300, designing an online and offline checking method; s400, performing online and offline investigation; and S500, recovering the investigation samples, performing data fusion on the on-line investigation result and the off-line investigation result, and performing statistical analysis on the investigation result. By establishing different evaluation systems for the network appointment vehicle and the tour vehicle and combining the online and offline checking methods, systematic and scientific evaluation can be performed and service differences between new and old states can be compared. The service quality of the online taxi booking/touring taxi can be effectively and periodically evaluated through the establishment of the evaluation system, the supervision function is started, and the healthy and sustainable development of the taxi industry is ensured.
Description
Technical Field
The invention relates to a taxi service quality evaluation technology, in particular to a taxi service quality evaluation method.
Background
With the development of online taxi booking, the concept of a taxi in a broad sense is gradually developed to include both online taxi booking and cruise taxi booking (i.e. a taxi is traditionally called). Touring cars develop earlier in China, and service quality assessment of the touring cars is already carried out in many cities. The network appointment vehicle is developed later, and is regulated from 2017 in China, so that the research on the evaluation of the service quality of the network appointment vehicle is less at present.
The conventional touring car/network appointment car service quality assessment is usually carried out in a satisfaction degree mode, a model is established in part of research by comparison, the development technologies such as an assessment survey scheme and data checking are few, in 2017, a SERVQUAL evaluation model is applied to assess the service quality of the network appointment in the Chongqing city, and service quality improvement measures are provided on the basis of the evaluation. In 2018, Shaochufu and the like utilize a method based on principal component analysis and a BP neural network to evaluate the network appointment service quality.
Some researches are combined with investigation to carry out evaluation, but an index system is not fully constructed, for example, in 2016 (5 months), the service quality of the online car booking industry is evaluated by the waiving committee in Foshan City, the evaluation content comprises five aspects of service conditions before and after appointment, cost settlement conditions, safety guarantee conditions, satisfaction degree conditions and requirements of driver adding conditions, in 2018, in 2 months, the waiving committee in Shanghai city evaluates the service quality of the online car booking industry, and the evaluation indexes comprise three aspects of service integrity, service quality and service satisfaction degree.
However, these existing studies are conducted separately for online booking and touring cars, which makes it difficult to compare the new and old state of the taxi industry.
Disclosure of Invention
The invention aims to provide a taxi service quality evaluation method capable of carrying out comprehensive system evaluation on online taxi appointment and touring cars.
The following presents a simplified summary of one or more aspects in order to provide a basic understanding of such aspects. This summary is not an extensive overview of all contemplated aspects, and is intended to neither identify key or critical elements of all aspects nor delineate the scope of any or all aspects. Its sole purpose is to present some concepts of one or more aspects in a simplified form as a prelude to the more detailed description that is presented later.
According to an aspect of the present invention, there is provided a method for evaluating the quality of service of a taxi, the taxi including a network taxi appointment car and a cruise taxi, the method including:
s100, constructing a quality evaluation system, wherein the quality evaluation system comprises at least two levels of indexes, the first level index of the network appointment vehicle is the same as that of the tour vehicle, and the second level index is different;
s200, establishing an evaluation model;
s300, designing an online and offline checking method;
s400, performing online and offline investigation;
and S500, recovering the investigation samples, performing data fusion on the on-line investigation result and the off-line investigation result, and performing statistical analysis on the investigation result.
In one embodiment, the primary indicators in the method include: security, reliability, efficiency, integrity, facilities and services.
In an embodiment, the second-level indicators corresponding to the safety indicators of the online taxi appointment in the method include: safe driving conditions of a driver; vehicle, driver compliance; vehicle consistency; monitoring equipment in the vehicle; the second-level indexes corresponding to the reliable indexes of the network appointment car comprise: estimating the deviation from the actual price; predicting deviation from the actual mileage; estimating the deviation from the actual time length; the second-level indexes corresponding to the efficiency indexes of the network appointment car comprise: response time from taxi taking to order receiving; waiting time from order pickup to customer pickup; the success rate of driving is increased; the second-level indexes corresponding to the integrity indexes of the networked car reservation comprise: the conditions of price addition and load rejection; platform killing condition; pricing standard definition; the driver does not allow the detour condition by the customer; the situation that the driver throws or receives passengers midway; the second-level indexes corresponding to the facility indexes of the network appointment car comprise: sanitation conditions in the vehicle; vehicle grade; additional facility configuration; the second-level indexes corresponding to the service indexes of the network appointment car comprise: humanized service; dressing and behavior etiquette for the driver; contact convenience and feedback timeliness.
In an embodiment, the secondary indexes corresponding to the safety indexes of the cruise vehicle in the method include: safe driving conditions of a driver; vehicle, driver compliance; vehicle consistency; monitoring equipment in the vehicle; the two-stage indexes corresponding to the reliable indexes of the cruise vehicle comprise: estimating the deviation from the actual driving receiving time; the two-stage indexes corresponding to the efficiency indexes of the cruise vehicle comprise: response time from taxi taking to order receiving; waiting time from order pickup to customer pickup; the success rate of driving is increased; the second-level indexes corresponding to the integrity indexes of the cruise vehicle comprise: the conditions of price addition and load rejection; whether a driver actively plays the meter; pricing standard definition; the driver does not allow the detour condition by the customer; the situation that the driver throws or receives passengers midway; the two-stage indexes corresponding to the facility indexes of the cruise vehicle comprise: sanitation conditions in the vehicle; vehicle grade; additional facility configuration; the second-level indexes corresponding to the service indexes of the cruise vehicle comprise: humanized service; dressing and behavior etiquette for the driver; contact convenience and feedback timeliness.
In an embodiment, the second-level index of the taxi-taking success rate of the cruise taxi in the method comprises the taxi-taking success rate of the network contract order and the taxi-taking success rate of the radio call order.
In an embodiment, the constructing of the evaluation model in S200 in the method based on an expert scoring analytic hierarchy process specifically includes:
s210, the relative importance of each index in the system is scored by an expert;
s220, constructing a judgment matrix;
s230, calculating a single-layer weight subset;
s240, carrying out single-layer consistency check, entering S250 if the check is passed, and returning to S220 to reconstruct a judgment matrix if the check is not passed;
s250, calculating a total layer weight subset;
s260, checking the consistency of the total layer; and if all the weight subsets pass consistency test, obtaining index weight and constructing an evaluation model.
In one embodiment, the online survey in the method is in a questionnaire mode, and the survey object is a passenger; the under-line survey adopts a masking observation method, and the survey object is a driver.
In one embodiment, the on-line and off-line inquiry in the method comprises a plurality of evaluation questions, wherein the evaluation questions comprise conventional questions and unconventional questions, and the conventional questions are used for representing the satisfaction degree of passengers; non-conventional issues relate to safety, service and facility metrics.
The embodiment of the invention has the beneficial effects that: by establishing different evaluation systems for the network appointment vehicle and the tour vehicle and combining the online and offline checking methods, systematic and scientific evaluation can be performed, so that service differences between new and old states can be compared. The service quality of the online taxi booking/touring taxi can be effectively and periodically evaluated through the establishment of the evaluation system, the supervision function is started, and the healthy and sustainable development of the taxi industry is ensured.
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In order to more clearly illustrate the technical solutions of the embodiments of the present invention, the drawings needed to be used in the embodiments will be briefly described below, it should be understood that the following drawings only illustrate some embodiments of the present invention and therefore should not be considered as limiting the scope, and for those skilled in the art, other related drawings can be obtained according to the drawings without inventive efforts.
The above features and advantages of the present disclosure will be better understood upon reading the detailed description of embodiments of the disclosure in conjunction with the following drawings. In the drawings, components are not necessarily drawn to scale, and components having similar relative characteristics or features may have the same or similar reference numerals.
FIG. 1 is a schematic flow chart of a method of an embodiment of the present application;
FIG. 2 is a flow chart of an expert-based scoring analytic hierarchy process of S200 in an embodiment of the present application;
fig. 3 shows the evaluation results of service quality of a certain urban network car appointment/touring car in 2019 and 2020, which are obtained by the method of the embodiment of the present application.
Detailed Description
The invention is described in detail below with reference to the figures and specific embodiments. It is noted that the aspects described below in connection with the figures and the specific embodiments are only exemplary and should not be construed as imposing any limitation on the scope of the present invention.
The touring car and the network taxi appointment belong to taxies, and the touring car and the network taxi appointment are obviously different in service mode, vehicle standard, price mechanism and the like, so that differentiation development of the touring car and the network taxi appointment is realized. The tour bus is sprayed and provided with a special taxi mark, and is mainly used for carrying out business in a tour mode, waiting guests at sites such as airports, hub stations and the like, and providing reservation service in a telephone mode, an internet mode and the like; the network appointment vehicle and the tour vehicle have different identifications, cannot pick up guests through tour and wait guests at a website, and can only provide service in an appointment mode; the level of the network taxi appointment is higher than that of a local main stream touring taxi, and high-quality differentiated travel service is provided for citizens; the tour bus carries out government pricing or government guiding price, has certain basic guarantee function, and the network appointment bus carries out government guiding price or market adjusting price.
The existing taxi service quality evaluation method has the following defects:
firstly, the evaluation object is single, and the comprehensive evaluation is not carried out on the network taxi appointment and the touring bus
In the past, the network appointment vehicle and the touring vehicle are generally evaluated separately, and the network appointment vehicle/the touring vehicle is not evaluated systematically by a scientific method, so that the service difference between the new and old states is difficult to compare.
Second, scientific demonstration of lack of index weight
The service quality of the network appointment vehicle/cruise vehicle depends on safety, reliability, efficiency, integrity, facilities, service and other aspects, the weights of all aspects are different, and the values in more researches are basically determined by experience and are not scientifically demonstrated.
Thirdly, the evaluation data acquisition mode is not enough
In part of researches, network car booking/touring car services are only investigated through online questionnaires, collected data is qualitative, and quantitative indexes such as car-hitting response time and waiting time cannot be investigated and collected.
Fourthly, the whole evaluation process lacks systematicness
In the past, the evaluation usually focuses on methods, and the evaluation system is not established in aspects of index system construction, evaluation model construction, on-line and off-line searching schemes, data collection and processing.
In order to overcome the defects of the existing method, the embodiment of the application provides a method for evaluating the service quality of a taxi, and it needs to be noted that the taxi in the method comprises a network taxi appointment and a touring taxi. The method, as shown in fig. 1, comprises the following steps:
s100, constructing a quality evaluation system, wherein the quality evaluation system comprises at least three levels of indexes, the first level indexes of the network appointment vehicle and the first level indexes of the touring vehicle are the same, and the second level indexes and the third level indexes are different;
s200, establishing an evaluation model;
s300, designing an online and offline checking method;
s400, performing online and offline investigation;
and S500, recovering the investigation samples, performing data fusion on the on-line investigation result and the off-line investigation result, and performing statistical analysis on the investigation result.
The service quality evaluation index system of the network car booking/cruise car in the S100 is mainly divided into three levels. Six elements of safety, reliability, efficiency, integrity, facilities and service are first-level indexes, and the six elements can be expanded into specific second-level indexes, namely, variables corresponding to the six elements are second levels, and partial second-level indexes can be expanded in detail to form third-level indexes of an index system.
The network appointment vehicle and the tour vehicle are ensured to be consistent on the index system in principle, but the network appointment vehicle and the tour vehicle can only be called through a mobile phone network due to different service modes, the tour vehicle can be called through the mobile phone network and the roadside, so that the two indexes are different, and the specific service quality evaluation index system is shown in the following table.
In the above table, the two-level index of the touring car is different from the two-level index of the network car. The corresponding secondary index under the reliable index of the cruise vehicle is 'estimated time deviation from actual driving receiving time'. The two-level indexes of the 'car-hitting success rate' of the cruise car comprise the car-hitting success rate of the network contract order and the car-hitting success rate of the raising and calling order. The integrity index of the tour bus comprises a secondary index of 'whether a driver actively plays a meter', and the network reservation bus is a 'platform maturity condition'. By designing the secondary indexes in a targeted manner, a more accurate evaluation result can be obtained.
The construction of the evaluation model in S200 mainly adopts an expert-scoring-based analytic hierarchy process, as shown in fig. 2, specifically including:
s210, the relative importance of each index in the system is scored by an expert;
and designing an expert scoring table aiming at the constructed service quality evaluation system, collecting scores scored by different experts, and scoring the relative importance of each index in the index system respectively.
S220, constructing a judgment matrix;
and counting the expert scoring results, removing the expert scoring results which do not meet the requirements, and constructing a judgment matrix.
S230, calculating a single-layer weight subset;
and calculating the maximum eigenvalue and the maximum eigenvector of the judgment matrix, wherein the maximum eigenvector is the weight subset calculated by the judgment matrix.
S240, checking the matrix consistency index by using the maximum eigenvalue and the maximum eigenvector calculated in the S230, and entering S250 if the check is passed; if the check fails, the process returns to S220 to reconstruct the judgment matrix.
S250, calculating a total layer weight subset:
performing weight subset of second-level index after passing single-layer consistency check
S260, checking the consistency of the total layer:
if all the weight subsets pass consistency check, obtaining index weight, and constructing an evaluation model; if the consistency check is not passed, the process returns to S220 to re-determine the matrix.
Preferably, the data basis of the online taxi appointment/cruise taxi service quality assessment in the method comes from online and offline surveys, qualitative judgment problems such as dressing and behavior etiquette of some drivers, vehicle sanitation, extra facility configuration and the like can be accurately obtained online, and quantitative indexes such as response time, waiting time, taxi taking success rate and the like need to be collected offline. And assigning the online weight and the offline weight according to the respective characteristics of the problems, so as to facilitate online and offline data fusion.
The on-line survey adopts a questionnaire mode, and the survey object is a passenger; the under-line survey adopts a masking observation method, and the survey object is a driver. The on-line survey has the advantages of objectivity, universality and the like, generally no signature is needed, the concerns of investigators are less, the survey result is real and objective, and the range of people covered by the on-line questionnaire is wide. The online investigation has the advantages of strong pertinence, high recovery rate and the like, can directly investigate a certain group, and can ensure filling quality and recovery rate.
In the process of on-line and off-line inspection, the following aspects are mainly required:
1) investigating the sample size: the questionnaire sample size is designed on the basis of meeting the sampling rate requirements in statistics.
2) The investigation method comprises the following steps: the online questionnaire is issued to the public through an online survey platform, the method is biased to be qualitative, quantitative indexes are relatively few, and impression evaluation of the public on each network car booking/cruise car is mainly shown. The offline inspection adopts a masking observation method, namely, third-party offline investigators are arranged to fill in a questionnaire according to the specified actual car appointment, and the method is biased to be quantitative and mainly reflects the perception quality in the actual car appointment process.
3) The survey object: the on-line questionnaire survey method is mainly used for surveying passengers who have experience of taking a network car appointment/tour bus in a city to be evaluated. The method adopts a masking observation method under the line, and the main investigation objects are vehicles and drivers of various products of net appointment vehicles/cruise vehicles.
4) Survey and design: the on-line questionnaire screens the effective questionnaire by setting key questions. During offline investigation, the investigation line is designed according to the principles of wide coverage area, multiple roads, long distance in the line and good line continuity.
5) Investigation and implementation: the method mainly comprises the four steps of determining the purpose of investigation, making a investigation scheme, implementing investigation, recycling samples and statistically analyzing investigation results.
In a possible embodiment, the online and offline search in the method is divided into two types of conventional questions and non-conventional questions, the conventional questions mainly reflect the satisfaction degree of passengers, the emphasis is on visual perception, the question options mainly comprise 5 types of very satisfied, common, unsatisfactory and very unsatisfactory, and the score is given through an arithmetic progression according to 5 types of answers. The unconventional problems are divided into two types, namely the problems related to important indexes such as safety and the like, and the problems related to indexes such as service, facilities and the like, and different scoring principles are respectively provided for the two types of problems.
Fig. 3 shows the service quality evaluation results of taxis in a certain city in 2019 and 2020 obtained by the method. The overall service quality of the taxi industry can be clearly seen in the drawing, and the online taxi appointment can be visually compared with the tour bus.
In summary, the taxi service quality assessment method provided by the embodiment of the application can be used for comprehensively and systematically assessing taxi appointment cars and touring cars, can be used for periodically assessing taxi industry service quality, monitoring industry development level and promoting the sustainable development of the taxi industry. The evaluation result can accurately represent the service quality of each platform and each enterprise of the network car booking/cruise.
The embodiments in the present description are described in a progressive manner, each embodiment focuses on differences from other embodiments, and the same and similar parts among the embodiments are referred to each other.
The previous description of the disclosure is provided to enable any person skilled in the art to make or use the disclosure. Various modifications to the disclosure will be readily apparent to those skilled in the art, and the generic principles defined herein may be applied to other variations without departing from the spirit or scope of the disclosure. Thus, the disclosure is not intended to be limited to the examples and designs described herein but is to be accorded the widest scope consistent with the principles and novel features disclosed herein.
The above description is only a preferred example of the present application and should not be taken as limiting the present application, and any modifications, equivalents, improvements and the like made within the spirit and principle of the present application should be included in the scope of the present application.
Claims (8)
1. A taxi service quality assessment method is characterized in that taxies comprise online taxi appointments and cruise taxies, and the method comprises the following steps:
s100, constructing a quality evaluation system, wherein the quality evaluation system comprises at least two levels of indexes, the first level index of the online appointment vehicle is the same as that of the tour vehicle, and the second level index is different;
s200, establishing an evaluation model;
s300, designing an online and offline checking method;
s400, performing online and offline investigation;
and S500, recovering the investigation samples, performing data fusion on the on-line investigation result and the off-line investigation result, and performing statistical analysis on the investigation result.
2. A taxi service quality assessment method according to claim 1, characterized in that said primary indicators comprise: security, reliability, efficiency, integrity, facilities and services.
3. A taxi service quality assessment method according to claim 2,
the second-level indexes corresponding to the safety indexes of the network appointment car comprise: safe driving conditions of a driver; vehicle, driver compliance; vehicle consistency; monitoring equipment in the vehicle;
the second-level indexes corresponding to the reliable indexes of the network appointment car comprise: estimating the deviation from the actual price; predicting deviation from the actual mileage; estimating the deviation from the actual time length;
the second-level indexes corresponding to the efficiency indexes of the network appointment car comprise: response time from taxi taking to order receiving; waiting time from order pickup to customer pickup; the success rate of driving is increased;
the second-level indexes corresponding to the integrity indexes of the networked car reservation comprise: the conditions of price addition and load rejection; platform killing condition; pricing standard definition; the driver does not allow the detour condition by the customer; the situation that the driver throws or receives passengers midway;
the second-level indexes corresponding to the facility indexes of the network appointment car comprise: sanitation conditions in the vehicle; vehicle grade; additional facility configuration;
the second-level indexes corresponding to the service indexes of the network appointment car comprise: humanized service; dressing and behavior etiquette for the driver; contact convenience and feedback timeliness.
4. A taxi service quality assessment method according to claim 3,
the two-stage indexes corresponding to the safety indexes of the cruise vehicle comprise: safe driving conditions of a driver; vehicle, driver compliance; vehicle consistency; monitoring equipment in the vehicle;
the two-stage indexes corresponding to the reliable indexes of the cruise vehicle comprise: estimating the deviation from the actual driving receiving time; the two-stage indexes corresponding to the efficiency indexes of the cruise vehicle comprise: response time from taxi taking to order receiving; waiting time from order pickup to customer pickup; the success rate of driving is increased;
the second-level indexes corresponding to the integrity indexes of the cruise vehicle comprise: the conditions of price addition and load rejection; whether a driver actively plays the meter; pricing standard definition; the driver does not allow the detour condition by the customer; the situation that the driver throws or receives passengers midway;
the two-stage indexes corresponding to the facility indexes of the cruise vehicle comprise: sanitation conditions in the vehicle; vehicle grade; additional facility configuration;
the second-level indexes corresponding to the service indexes of the cruise vehicle comprise: humanized service; dressing and behavior etiquette for the driver; contact convenience and feedback timeliness.
5. The taxi service quality assessment method according to claim 4, wherein the secondary indexes of taxi-taking success rate of the cruise taxi comprise taxi-taking success rate of a network reservation ticket and taxi-taking success rate of a radio admission ticket.
6. A taxi quality of service assessment method according to claim 1, characterized in that said method
The construction of the evaluation model in the S200 is based on an expert-scored analytic hierarchy process, and specifically comprises the following steps:
s210, the relative importance of each index in the system is scored by an expert;
s220, constructing a judgment matrix;
s230, calculating a single-layer weight subset;
s240, carrying out single-layer consistency check, entering S250 if the check is passed, and returning to S220 to reconstruct a judgment matrix if the check is not passed;
s250, calculating a total layer weight subset;
s260, checking the consistency of the total layer; and if all the weight subsets pass consistency test, obtaining index weight and constructing an evaluation model.
7. A taxi service quality assessment method according to claim 1, wherein said on-line survey is in the form of questionnaires, and the subject of the survey is a passenger; the under-line survey adopts a masking observation method, and the survey object is a driver.
8. The taxi service quality assessment method according to claim 7, wherein said on-line and off-line inquiry comprises a plurality of assessment questions, said assessment questions comprising regular questions and non-regular questions, said regular questions being used for embodying passenger satisfaction; non-conventional issues relate to safety, service and facility metrics.
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| CN116739322A (en) * | 2023-08-16 | 2023-09-12 | 天津市政工程设计研究总院有限公司 | Taxi supply and demand assessment method, equipment and medium based on service acquisition index |
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| CN116739322A (en) * | 2023-08-16 | 2023-09-12 | 天津市政工程设计研究总院有限公司 | Taxi supply and demand assessment method, equipment and medium based on service acquisition index |
| CN116739322B (en) * | 2023-08-16 | 2023-12-22 | 天津市政工程设计研究总院有限公司 | Taxi supply and demand assessment method, equipment and medium based on service acquisition index |
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