目录1前言...........................................................................................................11.1研究的目的.........................................................................................................11.2研究的意义.........................................................................................................12花小猪打车平台服务质量的概况..........................................................12.1花小猪打车平台的简介.....................................................................................12.2花小猪打车平台的SWOT分析...........................................................................22.3花小猪打车平台的服务质量现状.....................................................................32.3.1SERVQUAL模型的内容...............................................................................32.3.2问卷调查的结果.........................................................................................32.3.3花小猪打车平台服务质量的分析.............................................................42.4花小猪打车调查总结.........................................................................................53花小猪打车平台存在的问题..................................................................63.1标准化服务程度低.............................................................................................63.2服务响应性差.....................................................................................................73.3用户出行安全保障性不高.................................................................................73.4软硬件有待优化.................................................................................................74提高服务质量对策...................................................................................84.1培养优质服务型人才.........................................................................................84.1.1高评价车主经验分享.................................................................................84.1.2进行标准化服务培训、管理.....................................................................94.2提高接单效率.....................................................................................................94.2.1高效利用资源.............................................................................................94.2.2降低订单取消率.......................................................................................104.3保障用户出行...................................................................................................104.3.1积极主动提供帮助...................................................................................104.3.2提高出行安全感.......................................................................................114.4改善软硬件.......................................................................................................114.4.1服务设施的升级.......................................................................................114.4.2支付界面的升级.......................................................................................125结语.........................................................................................................12广州市花小猪打车服务质量分析摘要:随着网约车行业的飞速发展,网约车的市场份额也在不断...