Paper Title:
Measuring Passenger’s Perceptions of Taxi Service Quality with Weighted SERVPERF
  Abstract

To know passenger’s real needs of taxi service quality, operator and regulator are seeking a proper method that can represent passengers’ opinions accurately. In this paper, a weighted SERVPERF model was expressed to assess taxi service quality of Hangzhou, China. All 22 items were divided into five dimensions including tangibles, assurance, reliability, responsiveness, and empathy. Importance and performance of five dimensions were calculated. Authors found that assurance had the highest point and responsiveness had the lowest point in performance appraisal, reliability had the highest point and empathy had the lowest point in importance appraisal. Passenger’s characteristics are unrelated with service quality appraisal indicate that there are not personalized needs for taxi service.

  Info
Periodical
Chapter
Chapter 10: Urban Transportation Planning and Management
Edited by
Shucai Li
Pages
1181-1184
DOI
10.4028/www.scientific.net/AMM.97-98.1181
Citation
Z. G. Yao, X. D. Ding, "Measuring Passenger’s Perceptions of Taxi Service Quality with Weighted SERVPERF", Applied Mechanics and Materials, Vols. 97-98, pp. 1181-1184, 2011
Online since
September 2011
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Price
$32.00
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