代驾服务质量提升关键要素研究

摘要：

【目的】在质量强国建设背景下，系统识别代驾服务质量提升的关键要素，为解决代驾行业存在的保险机制不完善、“黑代驾”猖獗等突出问题提供理论依据与对策建议。【方法】通过文献研究构建初始要素池，采用三轮德尔菲专家筛选法精炼出22项核心要素，并运用模糊DEMATEL方法量化要素间因果关系。【结果】分析显示，“司机背景审核覆盖率”“行业监管政策完善度”和“智能调度准确率”是三大核心驱动要素，服务态度等是结果性要素。【结论】代驾服务质量提升需聚焦源头驱动要素，从代驾员管理、服务流程优化、平台技术赋能和行业监管完善4个维度构建策略体系，为行业规范发展提供决策参考。

Abstract:

[Objective] In the context of building China into a quality power, this study aims to systematically identify the key elements for the improvement of designated driving service quality, and provide theoretical basis and countermeasures for solving the prominent problems existing in the designated driving industry, such as imperfect insurance mechanism and rampant illegal designated driving. [Methods] The initial factor pool was constructed through literature research, and22 core factors were refined by three-round Delphi expert selection method, and the causal relationship between factors was quantified by fuzzy DEMATEL method. [Results] The analysis shows that“review coverage of driver’s background”,“industry regulatory policy perfection” and“intelligent scheduling accuracy” are the three core driving factors, and service attitude is the outcome factor. [Conclusion] The improvement of surrogate driver service quality needs to focus on the source driving factors, and build a strategy system from the four dimensions of surrogate driver management, service process optimization, platform technology empowerment and industry supervision improvement, so as to provide decisionmaking reference for the standardized development of the industry.

引用格式：刘娜，施颖，童俊，等. 代驾服务质量提升关键要素研究[J]. 标准化学报，2026(5): 99-106.

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。

作者简介：刘娜，博士，副研究员，研究方向为标准系统工程与方法、服务标准化。施颖，博士，副教授，研究方向为标准系统工程与方法、管理决策理论与方法。童俊，硕士研究生，研究方向为标准系统工程与方法、管理决策理论与方法。胡心如，博士研究生，研究方向为标准系统工程与方法、管理决策理论与方法。