DocumentCode :
3276993
Title :
Service quality evaluation model for taxi industry based on entropy weight and TOPSIS method
Author :
Li, Qing-Heng ; Song, Wei
Author_Institution :
Sch. of Econ. & Manage., HeBei Univ. of Sci. & Technol., Shijiazhuang, China
Volume :
3
fYear :
2011
fDate :
10-13 July 2011
Firstpage :
1043
Lastpage :
1047
Abstract :
With the continuous development of market economy taxi industry must provide high quality services to succeed in an invincible position in the competitive market. This paper aims at constructing efficient evaluation model on the service quality to guide it providing high quality. Firstly, index system of service quality is constructed. Indexes weight is determined based on entropy weight method. This paper puts forwards the concept of passenger satisfaction index and use TOPSIS method to calculate its value. Passenger satisfaction index and index weight are integrated in the quadrant method to explain evaluation results. According to the evaluation results for data selecting area, measures and recommendations to improve service quality for it are proposed targeted.
Keywords :
customer satisfaction; entropy; industrial economics; service industries; statistical analysis; transportation; TOPSIS method; competitive market; continuous development; entropy weight; index weight; market economy; passenger satisfaction index; quadrant method; service quality evaluation model; taxi industry; Cities and towns; Cybernetics; Entropy; Indexes; Industries; Machine learning; Vehicles; Service quality evaluation; TOPSIS; entropy weight; taxi industry;
fLanguage :
English
Publisher :
ieee
Conference_Titel :
Machine Learning and Cybernetics (ICMLC), 2011 International Conference on
Conference_Location :
Guilin
ISSN :
2160-133X
Print_ISBN :
978-1-4577-0305-8
Type :
conf
DOI :
10.1109/ICMLC.2011.6016914
Filename :
6016914
Link To Document :
بازگشت