27 Apr '12, 3pm

Chinese scholars used statistical analysis to measure taxi service quality in Hangzhou. See

Yao Zhi-gang and Ding Xiao-dong use statistical analysis to measure service quality in a large city of Eastern China. Measuring Passenger's Perceptions of Taxi Service Quality with Weighted SERVPERF: a Case of Hangzhou, China was published October 2011 at a conference in Jinan, China. Abstract: To have a good grasp of passenger's perceptions of taxi service quality, operators and regulators seek a proper method that can reflect passengers' opinions accurately. A weighted SERVPERF model was expressed to assess taxi service quality of Hangzhou City in China. All 22 items can be divided into five dimensions including tangibles, assurance, reliability, responsiveness, and empathy. Importance and performance scales of five dimensions were calculated. Authors found that assurance had highest points and responsiveness had lowest points in performance appraisal, reliability had hi...

Full article: http://www.taxi-library.org/regulation.htm#hangzhou

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