Service quality evaluation model for taxi industry based on entropy weight and TOPSIS method

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.