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12420128JournalofTransportationSystemsEngineeringandInformationTechnologyVol.12No.4August20122012-03-052012-04-132012-04-1710YJC790340JD0902CHDW2011ZD010．1974－．*zhgyao@163．com1009-6744201204-0202-06———*121．7100642．310014Parasuranman、ZeithamlBerryPZB、、、.．．U570．6ATaxiServiceQualityPerceptionGapsinUrbanAreasACaseofHangzhouChinaYAOZhi-gang1YUANQiu-ming21．SchoolofEconomicsandManagementChang’anUniversityXi’an710064China2．DepartmentofTransportationAdministrationofHangzhouHangzhou310014ChinaAbstractThreegapsoftaxiservicequalityareaddedtotheGapsmodelproposedbyParasuranmanZeithamlandBerry．TheperceptiongapsoftaxiservicequalityamongmanagementstaffdriverandpassengerareanalyzedbasedonasurveyinHangzhouChina．Themostperceptionscalesofdriversarehigherthanthoseofmanagementstaffandpassengerindicatethattheserviceprovideralwaysoverestimatestheservicequality．Thegapsbetweendriversandpassengersarelargerthanthatbetweendriversandmanagementstaffandtwokindsofgapshavesignificantlynegativeimpactsontheoveralltaxiservicequality．Thegapsbetweenmanagementstaffandpassengershavepartlysignificantdifferenceanditsnegativeimpactsontheoveralltaxiservicequalityarenotsignificant．Theresultindicatesthattheserviceprovideralwaysoverestimatestheservicequalityandgapsbetweendriversandpassengersshouldbeeliminatedtoimprovetaxiservicequality．KeywordsurbantrafficperceptiongapgapmodelservicequalitytaxiCLCnumberU570．6DocumentcodeA124———1“”．．．1．ChenChang2Chen、ChangLai3．、．2PZB、1、2、3、4、54．LewisPZB5．Hubber、SehornBrown6LukLayton7Peiro、Martinez-TurRamos8．156、78．1Fig．1Gapsmodeloftaxiservicequality302201283SERVPERF、5、20、1．“”“”5“”、1“”4～2．5～1“”“”．67．15200、300、3300．1．．Cronbachα．KMO0．925Bartlett251、0．459．323%Cronbachα0．939．1Table1Profileofsampledataofthesurvey20030030099194230%49．5%64．7%76．7%44．1、2．2Table2PerceptionscoresoftaxiserviceattributesofdifferentstakeholdersABCQ1、3．7393．8694．371Q2、3．7353．9384．497Q3、、3．4253．5354．187Q4、3．3723．3373．942Q5、3．4873．9394．135Q63．7193．7784．167Q7、、3．2183．6123．861Q83．3303．3204．068Q93．8434．2864．448Q10、3．4374．3334．381Q113．4243．5214．242Q12、3．5923．5774．098Q133．6613．8024．254Q14、3．5913．8474．140Q153．6973．3573．953Q163．6394．1354．406Q173．4283．7074．214Q183．3724．1114．233Q193．4003．6774．363Q203．5484．1414．363402124———3．25～3．853．526．“”“、”、“、”、“”“”“、”、“”、“、、”．3．25～4.353．753．“、”“”、“”、“”、“”“”、“、”、“”．3．45～4.504．153“、”“”、“”、“、”“、”“”、“、”、“、、”．、、“PollyannaPrinciple”9．、．4．22、6、78．6783．3Table3Gapsofeachitemoftaxiservicequality6B－A7C－A8B－CQ1、0．1300．632*－0．502*Q2、0．203*0．762*－0．559*Q3、、0．1100．762*－0．652*Q4、－0．0350．570*－0．605*Q5、0．452*0．648*－0．196Q60．0590．448*－0．389*Q7、、0．394*0．643*－0．249*Q8－0．0100．738*－0．748*Q90．443*0．605*－0．162Q10、0．896*0．944*－0．048Q110．0970．818*－0．721*Q12、－0．0150．506*－0．521*Q130．1410．593*－0．452*Q14、0．256*0．549*－0．293*Q15－0．340*0．256*－0．596*Q160．496*0．767*－0．271*Q170．279*0．786*－0．507*Q180．739*0．861*－0．122Q190．277*0．963*－0．686*Q200．593*0．815*－0．222**P＜0．055022012812、30．5“、”、“”“”．20、180．5“”、“、”、“”、“”“”．16、100．5“”、“”、“”、“、、”“、”．、、、．、．4．3、6、78．、6、784．4．4Table4CorrelationofservicequalitywithperceptiongapsBetaR2t－F－16B－A－0．5040．256－5．62420．47*27C－A－0．4390．205－4．87623．778*38B－C－0．0330．001－0．350．123*P＜0．054．4、．“”．786．．．．．．、．5602124———、、．．．、．1RudolfOLargeTatjanaK¨onig．AGapmodelofpurchasing’sinternalservicequalityconcept—CasestudyandinternalsurveyJ．JournalofPurchasingandSupplyManagement200915124-32．2ChenFangYuanChangYuHern．ExaminingairlinedervicequalityfromaprocessperspectiveJ．JournalofAirTransportManagement200511279-87．3ChenKeeKuoChangChingTerLaiChengSheng．ServicequalitygapsofbusinesscustomersintheshippingindustryJ．TransportationResearchPartELogisticsandTransportationReview2009451222-237．4YoungGaryJMeterkoMarkMMohrDavidetal．CongruenceintheassessmentofservicequalitybetweenemployeesandcustomersAstudyofapublichealthcaredeliverysystemJ．JournalofBusinessResearch200962111127-1135．5BarbaraRLewis．ServicequalitymeasurementJ．MarketingIntelligenceandPlanning19931144-12．6HubbertARSehornAGBrownS．ServiceexpectationsTheconsumerversustheproviderJ．InternationalJournalofServiceIndustryManagement199561100-120．7SherriffTKLukRLayton．PerceptiongapsincustomerexpectationsManagersversusserviceprovidersandcustomersJ．TheServiceIndustriesJournal2002222109-128．8JoseMPeiroVicenteMartinez-TurJoseRamos．Employees’overestimationoffunctionalandrelationalservicequalityAgapanalysisJ．TheServiceIndustriesJournal．2005256773-788．9SchneiderBSalvaggioANSubiratsM．ClimatestrengthAnewdirectionforclimateresearchJ．JournalofAppliedPsychology200287220-229．702