摘要
目的基于层次分析法构建代驾服务场景下影响车主乘车体验评价因子的评价模型,为代驾服务体验设计提供更为科学、真实、全面的评价手段。方法结合定量与定性的评价,根据代驾服务中用户的感知要素构建服务体验评价的递阶层次结构模型;通过比较矩阵建立、要素权值计算以及一致性检验,得到代驾服务体验的评价模型。结论构建的代驾服务体验评价模型由四个层次构成,分别为目标层、准则层、子准则层以及指标层。研究显示,准则层中基础需求的重要性高于期待需求;子准则层中车主对服务带来的便捷感、安全感、专业感的需求,高于关怀感、自主感、尊重感需求;指标层中车主在对行程掌控与便捷的下单形式需求又高于其余指标。拓展了出行体验评价的理论研究,并为代驾服务体验设计提供理论指导和支持。
The work aims to build an evaluation model that affects the evaluation factors of owner’s driving experience in the context of designated driving service based on analytic hierarchy process(AHP),so as to provide a more scientific,realistic and comprehensive evaluation method for the design of designated driving service experience.Combined with quantitative and qualitative evaluation,a hierarchical structural model for the service experience evaluation was built based on the user’s perceptual elements in the designated driving service.The evaluation model of the designated driving service experience was obtained by establishing the comparison matrix,calculating the factor weight and conducting the consistency test.The evaluation model of designated driving service experience consisted of four levels,including the target layer,the criteria layer,the sub-criteria layer and the indicator layer.The research showed that,in the criteria layer,the basic needs were more important than the expected demand;in the sub-criteria layer,the owner’s demand for convenience,security and professionalism brought by the service was higher than that for the sense of care,autonomy and respect;in the indicator layer,the owner’s demand for the control of the itinerary and the convenient ordering form was higher than the other indicators.The theoretical research on travel experience evaluation is expanded and theoretical guidance and support are provided for the design of designated driving service experience.
作者
朱意灝
徐舒颜
吴剑锋
ZHU Yi-hao;XU Shu-yan;WU Jian-feng(Zhejiang University of Technology,Hangzhou 310023,China)
出处
《包装工程》
CAS
北大核心
2020年第14期112-117,123,共7页
Packaging Engineering
关键词
代驾
服务体验
层次分析法
评价模型
designated driving
service experience
analytic hierarchy process
evaluation model
