Measuring Passenger’s Perceptions of Taxi Service Quality with Weighted SERVPERF
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.
Z. G. Yao and 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