南京市出租车乘客满意度调查与分析研究
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摘要
为充分掌握乘客对南京市出租车运营的评价和看法,指导制订南京市出租车服务改善的实施措施,需要对出租车进行乘客满意度调查和分析研究。首先从调查的内容和问卷的设计着手,科学合理地组织问卷调查;其次深入分析调查数据,从乘客满意度和满意度影响因素两个层面进行满意度分析,乘客对南京市出租车评价整体上较为满意,乘客综合满意度为70. 29%,达到及格水平,而影响满意度的最主要因素是拒载、绕路;同时,分析随着打车软件和网约专车的兴起,其对出租车出行的影响;最后针对调查分析得出的问题,提出具有针对性的对策和建议。
It is necessary to survey and analyze the Nanjing taxi operation and guide the establishment of improving the satisfaction of taxi passenger in order to fully grasp their evaluation of measure and means of Nanjing taxicab service. First,the study emphasizes the contents of the questionnaire; and concludes that 70. 29% passengers are mostly satisfied of the taxi industry in Nanjing by analyzing the satisfactory of passenger and influencing factor. The study also explains that rejection and detour phenomenon is the main factor to influencing the satisfaction degree according to the survey. And the spread of ride-hailing apps and special trains have effects on taxi. In the last,this study has made some relevant recommendations for investigating result.
It is necessary to survey and analyze the Nanjing taxi operation and guide the establishment of improving the satisfaction of taxi passenger in order to fully grasp their evaluation of measure and means of Nanjing taxicab service. First,the study emphasizes the contents of the questionnaire; and concludes that 70. 29% passengers are mostly satisfied of the taxi industry in Nanjing by analyzing the satisfactory of passenger and influencing factor. The study also explains that rejection and detour phenomenon is the main factor to influencing the satisfaction degree according to the survey. And the spread of ride-hailing apps and special trains have effects on taxi. In the last,this study has made some relevant recommendations for investigating result.
引文
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[4]聂毅.贵阳市第三季度出租车满意度调查结果“出炉”[EB/OL].(2017-06-22).[2015-11-04]. http://news.china. com. cn/live/2015-11/04/content_34586591. htm.
[5]问卷星调查.杭州市满意度问卷调查报告[EB/OL].(2017-06-22). http://www. sojump. com/report/5499379.aspx? qc=40000,1&ec=.
[6]温永卓.东莞市出租车行业顾客满意度研究[D].桂林:桂林理工大学,2013.
[2]沈华.出租车乘客满意度指数测评的方法、意义[J].江苏交通,2003(Z1):31-32.
[3]熊惠玲.西安出租车满意度测评揭晓[EB/OL].(2017-06-22).[2014-09-25]. http://news. cnwest.com/content/2014-09/25/content_11644272. htm.
[4]聂毅.贵阳市第三季度出租车满意度调查结果“出炉”[EB/OL].(2017-06-22).[2015-11-04]. http://news.china. com. cn/live/2015-11/04/content_34586591. htm.
[5]问卷星调查.杭州市满意度问卷调查报告[EB/OL].(2017-06-22). http://www. sojump. com/report/5499379.aspx? qc=40000,1&ec=.
[6]温永卓.东莞市出租车行业顾客满意度研究[D].桂林:桂林理工大学,2013.