청주시 택시서비스의 품질 평가 및 소비자만족도 평가

The Service Quality Evaluation and Consumers' Satisfaction of Taxi in Cheongju City

The taxi is not public transportation but an important transportation that many citizens take it owing to speed and convenience, and it has transportation ratio of more than 7 percent that it can transport approximate 2 million passengers a day at Seoul. The findings of many local governments said that taxi passengers were not satisfied with taxi services to be lower than their expectation. The purpose of this study was to give basic material of taxi service policy that could help improve taxi service quality and to increase consumers' welfare. The authors investigated actual conditions of quality and satisfactions of taxi service at Cheongju. The subjects were not only 200 taxi passengers but also 100 taxi drivers. A questionnaire survey was done ten days from July 20, 2009 to July 30, 2009. SPSS 14.0 was used. t-test, ANOVA, regression analysis and other technical statistics were used. The findings were: Firstly, the passengers took a taxi 1 to 2 times a month to work quickly, and they were not satisfied with taxi services to be low at 3.05 in average. Secondly, taxi service quality that not only passengers but also taxi drivers thought of had significant difference. The taxi drivers thought of high service quality, while the passengers did low service quality. In particular, not only passengers but also taxi drivers thought of each item of the service quality quite differently, for instance, taxi fare, drivers' active attitudes on problem solving, sharing a taxi, understanding of the destination, exact payment of change and others. Thirdly, men passengers at their fifties or older were satisfied with taxi service more than other groups were done.