Identification of The Gap for GPS-Based Dispatching Taxi Service Chain
Date Issued
2011
Date
2011
Author(s)
Liao, Che-Hsien
Abstract
Taxi plays an important role in the metropolitan area for its features of convenient, comfortable, privacy, affordability and door-to-door service. In recent years, GPS-based dispatching service developed gradually reverses the corporate images. Significant improvements have shown on service level, taxi driver working efficiency, and operating performance of dispatching agents. But the quality and performance of the taxi services are still insufficient when comparing to other industries.
This study aims to explore the demand of passengers in service quality and the gap of GPS-based dispatching service procedure. The subjects include passengers that actually receive satellite dispatching service, taxi drivers whom assigned job by dispatching agent, and dispatching practitioners. The research is divided into two parts: (1) Development of GPS-based dispatching service chain and analyze service quality gap with Parasuraman-Zeithaml-Berry service model (PZB Service Model), and also sum up all the significant factors affecting service quality in multi dimensions and working efficiency, and conclude the proposal of alternatives or strategies to improve the gap of service quality in the end of this part. (2) Apply Factor Analysis and Cluster Analysis to probe in to the demand of passengers in service quality in order to define the characteristic of different passenger market. After identifying of the target market , the study will provide several management opinions to dispatching agent about how to bring up different strategies according passengers’ property respectively.
The result shows that there are five negative service gaps established, two positive service gaps established and two demolished. Dispatching agent should aim to improve the negative service gaps, switch some of resources from positive service gaps, and sustain the strategies of the service gaps which are demolished. On the other hand, the passenger markets are totally divided into three clusters. To meet passengers’ needs and enhance the competitive advantage, dispatching agent can aim at most sensitive service demands of different passenger clusters and their key needs to provide distinct management strategies. Besides, to improve the quality of dispatching service, degree of satisfaction of passengers and frequency of dispatching utility, development of the formulation of good customer relationship management and enhancement of driver quality and supply of customized dispatching services according to distinct society demands are also the steps that industry should consider.
Subjects
Taxi
GPS-Based Dispatching Service
PZB Service Model
Innovation Service
Type
thesis
File(s)![Thumbnail Image]()
Loading...
Name
ntu-100-R98521515-1.pdf
Size
23.32 KB
Format
Adobe PDF
Checksum
(MD5):1f22fa3d19001a067b13841a5a8baf5e