标准化学报Issue(8)：54-62,9.DOI:10.3969/j.issn.2097-857X.2026.08.007
代驾服务质量评价指标体系构建研究
Research on the Construction of a Service Quality Evaluation Indicator System for Chauffeur Services
摘要
Abstract
[Objective]To address the revealed problems during the evolutionary rush of thechauffeur service market,which are uneven service quality,absence of pricing transparency,and insufficient safety protection,the study integrates a scientific and methodological assessment system for the quality of chauffeur services.The system will be used to bring a theoretical framework and a practical instrument for service quality evaluation,the regulation of the sector,and for consumers to make choices.[Method]On the basis of the comprehensive-chain approach on personnel process platform safety rights environment interactions on specified driving,using classical theories of service quality and aggregated in industry studies,a multi-level,multi-dimensional system of evaluation indicators based on the analysis of the literature,the interview of specialists and field research was developed.[Results]A system of evaluation including 6 first level indicators,16 second level indicators and 30 third level indicators was developed,which covers the most important elements of quality in reference to designated driving.[Conclusion]The indicator system is systemic as well as practical in its structure,and successfully manages to measure the overall degree of chauffeur service quality.It provides businesses with directions on the optimal operation of the services,supports the successful and healthy evolution of the sector,supports the justification of the legitimate rights and interests of customers,and supports the transition of the chauffeur service market to the area of quality enhancement.关键词
代驾服务/服务质量/评价指标体系/关键要素/标准化Key words
chauffeur service/service quality/evaluation indicator system/key elements/standardization引用本文复制引用
刘娜,胡心如,童俊,高一午..代驾服务质量评价指标体系构建研究[J].标准化学报,2026,(8):54-62,9.基金项目
本文受中国标准化研究院基本科研业务费资助项目"代驾服务质量提升关键要素与标准研究项目"(项目编号:602025Y-12513)资助. （项目编号:602025Y-12513）
