Evaluating online Car-Hailing Quality of Service Based on the Entropy and IPA method

Inhalt:
Maintaining high quality of service is the core competitiveness of major online car-hailing platforms and the foundation of the benign development of online car-hailing industry. From the perspective of customer satisfaction, the service quality of online car-hailing is evaluated. Firstly, according to the adjustment of the SERVQUAL scale based on the characteristics of online car-hailing service, an evaluation index system with 5 first-level indexes and 19 second-level indexes is established. Secondly, data are collected in the form of questionnaires, then AHP and entropy method are combined to calculate the comprehensive weights. Finally, Taking Dazhou city in Sichuan Province as an example of empirical research, IPA analysis method is used to combine the index weights and user perception of service quality and IPA matrix for each index weight and user satisfaction is also drawn. The goal is to determine the priority of optimization of influencing factors of online car-hailing service quality and provide effective basis for online car-hailing enterprises to improve service quality.