Abstract
Factor analysis of the survey data found that perceptions service quality of taxi passengers could be divided into five dimensions: tangibles, assurance, reliability, responsiveness and empathy. In this paper, the authors get the weights of evaluation indexes with factor analysis, and calculate the taxi service quality from five dimensions with weighted SEVERPERE. Based on the survey of taxi service quality in Hangzhou, the authors find that the value of taxi service quality assurance, tangibles, responsiveness, empathy, and reliability reduce successively. The negative value of responsiveness, empathy and reliability indicates that the safety of taxi service facilities, personalized service and emergency response capabilities cannot meet the requirements of passengers.
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