学生论文
|
论文查询结果 |
返回搜索 |
|
|
|
| 论文编号： | 11385 | |
| 作者编号： | 2320170594 | |
| 上传时间： | 2019/12/13 15:09:20 | |
| 中文题目： | 基于QFD的D公司网约车司机从业证服务改进策略研究 | |
| 英文题目： | Research on the service quality of ride-hailing drivers applying for the accreditation based on QFD and structure equation model | |
| 指导老师： | 安利平 | |
| 中文关键字： | 网约车；服务质量；质量功能展开；服务质量量表 | |
| 英文关键字： | Ride-hailing; Service Quality; QFD; SERVQUAL | |
| 中文摘要： | 据统计，2017年6月至2018年6月，有3066万人通过滴滴平台获得收入，网约车司机作为一种新兴就业形式，在我国经济结构转型升级的背景下带来了更多创造收入的可能性。另一方面，也给我国交通行业的监管部门带来巨大的监管挑战。2016年，我国颁布了《网络预约出租汽车经营服务管理暂行办法》，规定从事网约车经营的公司、驾驶员及车辆都要取得相应许可证后合规合法地从事网约车运营。对于网约车平台而言，既要加速完成合法合规，又要保证市场规模的可持续发展，核心问题是巩固合规运力，因此短期内网约车平台需要尽快推动平台司机合规化。 基于此，本文主要进行了提高网约车公司的司机办理从业证服务质量的问题研究，进而找到促进司机办理从业证的有效策略及实施措施。主要运用服务营销及质量管理的相关理论，根据SERVQUAL量表设计服务质量研究模型，并结合结构方程模型进行质量屋的计算分析，最后进行QFD质量功能展开找出关键服务改进项目。 本文立足于对网约车市场环境的深入研究，结合D公司的实际情况和司机特性，从直接改进办证过程服务体验、争取良好的政策环境以及平台的长远发展战略的角度，提出三条改进策略。 | |
| 英文摘要： | According to statistics, total of 30.66 million people earned incomes by Didi Chuxing during June 2017 to June 2018. Along with the transition of economic system and the transformation of social structure in China, as a new form of employment, ride-hailing has brought more possibility to Chinese people to get employment. On the other hand, China's Transport Sector faces great challenges in ride-hailing market surveillance. In 2016, China enact the regulation to upgrading the operation and service of ride-hailing market, the regulation stipulates that ride-hailing companies, drivers and vehicles should get license from China's Transport Sector. The ride-hailing platforms have to accelerate legalization of management while at the same time guaranteeing the sustainable development of the platform, the critical factor is to obtain and keep certified drivers. Based on this, this article has carried on the discussion to improving service quality of ride-hailing drivers applying for the accreditation and proposing the effective measure. This study mainly uses the correlative theory of service marketing and quality management, construct the study model of driver’s perception service quality in use of SERVQUAL, build the house of service quality and calculate it in use of the structure equation model. Finally, find out key items of the enhancements. This article proposed three methods to improve service quality by making a profound study of ride-hailing market. The first one is to improving the process experience based on the result of QFD. Secondly, the platform must adopt a much more proactive approach to push the policy optimization. The last point, the platform should set its sights on the long-term strategic development plans. | |
| 查看全文： | 预览 下载(下载需要进行登录) |