基于服务质量管理为核心的杭州市客运出租汽车行业规制体系研究-交通运输规划与管理专业论文.docxVIP

Study of the Regulation System of Taxi Industry in Hangzhou Based on its Service Quality Management A Dissertation Submitted for the Degree of Master Candidate：Zhao Jun Supervisor：Prof. Wang Lian Chang’an University,Xi’an,China i i 摘 要 杭州市是我国东南沿海经济强市，是浙江省经济、政治、文化中心，也是华东交通 枢纽，城市地位举足轻重。当前，客运出租汽车行业作为杭州市综合交通体系的重要一 环，已经与人们日常生活息息相关。综合来讲，客运出租汽车行业服务质量的提升是乘 客的需要、行业管理的目的，也是客运出租汽车行业规制体系的出发点和核心。论文以 杭州市客运出租汽车行业服务质量管理为切入点，通过引入客运出租汽车行业服务质量 规制相关理论，分析了杭州市客运出租汽车行业发展现状和服务质量规制现状，并就存 在的问题提出了一系列优化措施，以期为客运出租汽车行业规制提供参考。 首先，论文全面阐述了客运出租汽车行业服务质量规制相关理论，结合客运出租汽 车行业服务质量管理与政府规制理论，阐述客运出租汽车行业政府规制的必要性和紧迫 性。其次，论文详细分析了杭州市客运出租汽车行业发展现状，就杭州市客运出租汽车 行业服务质量规制现状和存在的问题进行了详细介绍和剖析。最后，论文从加大客运出 租汽车行业管理工作力度、构建客运出租汽车行业公平合理的博弈机制、优化客运出租 汽车行业外部经营环境、积极稳妥推进客运出租汽车经营模式改革等四个方面提出了优 化客运出租汽车行业规制的对策，为杭州市客运出租汽车行业服务质量规制提供了富有 建设性的建议。 关键词：客运出租汽车，服务质量管理，经营权，政府管制 ii ii Abstract As the economic, political and cultural center of Zhejiang Province, Hangzhou plays an important role in economics and transportation in East China. Nowadays, taxi industry, being an important part of the transportation system in Hangzhou, has a close connection to our daily life. Thus, the improvement of the service quality in taxi industry is passengers’ need, the management’s aim, the regulation system’s starting point and core meaning at the same time. Based on the service quality management in taxi industry, this thesis analyzes the status quo of taxi industry and of the service quality regulation in it in Hangzhou by employing regulation theories of service quality in taxi industry. It then puts forward a series of measures to solve the problems that exist in taxi industry, in order to provide the regulation with some references. Firstly, the thesis introduces regulation theories of service quality in taxi industry comprehensively and then points out the necessity and urgency of government regulation in taxi industry through combining the service quality management in taxi industry and government regulation theories. Secondly, the thesis analyzes the s