摘要
本文以经典的服务质量测评SERVQUAL模型为研究基础,结合出租车蓄车场实际特点,通过增加"监督性"和"信息性"两方面维度,改进SERVQUAL量表并建立适用于出租车蓄车场的服务质量测评模型。分析并确定该模型的合理性后,导入浦东机场出租车蓄车场服务质量问卷调查数据,根据SPSS 17.0软件的数据分析结果,指出浦东机场出租车蓄车场目前存在的服务质量问题,并提出针对性的改进对策建议。实证研究表明,改进后的SERVQUAL模型适用于出租车蓄车场服务质量测评。本文的研究结论为进一步提升出租车蓄车场服务质量提供了理论参考。
With China＇ s reform and open to the outside world, as the WTO, China＇s civil aviation industry has been booming and graduall well as its economic stimulus of accession to y become one of the most important pillar in- dustries of national economy. The increasingly intense competition of the civil aviation market is now leading each big airport focusing on its service,which made the service quality been as a key during the competition. Meanwhile, the airport - taxi park, which should be as a supporting part of each large airport, bore the important function of e- vacuating the departing passengers rapidly while its long period＇ s monopoly status miss led it into a lack of the serv- ice awareness, leaving so many problems during the service process. In order to improve the quality of service, making service quality evaluation and an antidote against the problem is the priority task of the taxi park management, in this paper, we use SERVQUAL model for service quality evalua- tion, which is undoubtedly the greatest effective method on evaluating the perceived service quality. After reviewing the literature that can support the further research of our ideas, this paper then started its in - depth case stud- y. Based on the SERVQUAL model＇ s original dimensions （ i. e. tangibility, reliability, responsiveness, assurance and empathy） and the characteristics of the airport taxi park, firstly, the paper analyzed that why these five original di- mensions were applicative for the airport taxi park. After that, secondly, this paper created and added another two specific dimensions that may be contributive to the service quality measurement of the airport taxi park. With such seven dimensions to be as the core part of the modified and improved SERVQUAL model, the paper then made an empirical research on Pudong airport taxi park in Shanghai, which was one of the largest taxi park in China, as well as analyzing the existing service quality problems of current Pudong airport taxi park. In our questionnaire, we de- signed and set up 21 indicators corresponded to those 7 dimensions, collecting two aspects （ supervision and infor- mativity） of data （expectation and actual experienced）. We issued 398 questionnaires and finally collected 319 ef- fective ones. According to the data analyzing results （ reliability analysis and validity analysis） from the investigation questionnaire, obtained the existing service problems of Pudong airport taxi park. As for the importance ranking,we found that the expected quality＇ s mean value of those seven dimensions was supervision, informativity, reliability, responsiveness, empathy, tangibility and assurance from high to low order. When taking the weight into considera- tion,we finally got a score of 86. 215 ,which means that the service level of the taxi park reached 86. 215% of the taxi drivers＇ expectation. And factors about supervision and informativity called for much more attention and im- provement. Based on the analyzing results, the author made improvement recommendations combining with the actual situation in the last part of the paper, mostly direct at problems on aspects of supervision and informativity. As for supervision, measures such as conducting irregular random checks for staff work and monitoring them with harsh punishment, setting up some more public complaint channels, providing some trainings on staff service behavior and so on were suggested. While for informativity, the broadcasting system should be enabled and improved to enhance the guidance function for the taxi drivers, and the parking information of the taxi park should be released termly by the LED screen. Meanwhile, the public network sharing platform and telephone enquiry system are also helpful. This empirical analysis shows that SERVQUAL model can be as the evaluation model which applies to the taxi park service quality. This research provides the scientific basis and reference for further improvement of the taxi park service quality, and enhances the taxi park management department＇s faith to improve the quality of service. Therefore, we can say that the establishment of SERVQUAL model on taxi park service quality will contrib- ute to the promotion of Taxi park or even the whole airport＇ s flourish development.
出处
《经济管理》
CSSCI
北大核心
2013年第8期171-180,共10页
Business and Management Journal ( BMJ )
基金
国家自然科学基金项目"轨交系统突发事件中乘客应急信息行为研究"(71272045)
国家自然科学基金项目"网络环境下服务运作维护与改进研究"(71090404)
"网络环境下服务运作维护与改进研究"(71090400)
作者简介
王燕（1976-），女，吉林四平人。副教授，管理学博士后，研究方向是区域经济与区域物流。E—mail：wy_mba@163．com；
罗秀秀（1990-），女，浙江温州人。硕士研究生，研究方向是现代物流与供应链管理。E-mail：2011show0121@tongji．edu．cn.
