Study On Strategies Of Service Quality Management In Urban Passenger Taxi Industry Based On Passenger Orientation

With rapid growth of urban passenger taxi industry and improvement of people ' s living standard in our country,sercice quanlity problems which reflect more prominently in urban passenger taxi industry have been hot topics.They not only restrict healthy development of passenger taxi,but also damage external images of the city in a great extent.Consequently, how to implement management of sevice quality effciently and improve sevice quality practically in passenger taxi industry,has been a good breakthrough point to promote health development of passenger taxi industry.Based on related theories of service quality management,this paper combines with the practice of passenger taxi industry,aims at several main problems existing in sevice qualitymanagement of passenger taxi industry,and puts forward a series of concrete strategies and methods about sevice quality management from the government level,passenger taxi enterprise level and the industry association level,hoping to provide reference for management of urban passenger taxi industry.Firstly,summarize related theories of service quality management detailly,analyse the relation between sevice qualityand customer satisfaction briefly,piont out the basic starting piont of service quality management-customer demand;moreover,combining with the practice of passenger taxi industry,puts forward definition and connotation of service quality in passenger taxi industry clearly.Secondly, expound the current situation and the status of sevice quality about passenger taxi industry in our country,and analyse the main problems and their reasons of service quality management in passenger taxi industry.Once again,learning the advanced experience of sevice quality management in London and other cities,put forward thoughts and strategies about sevice quality management from the government level,passenger taxi enterprise level and the industry association level.Finally,take Hangzhou and Dazhong passenger taxi company as examples separately to illustrate thoughts and strategies about sevice quality management mentioned above.