代驾服务质量评价指标体系构建研究

摘要：

【目的】针对代驾服务行业在快速发展过程中暴露出的服务质量参差不齐、收费不透明、安全保障不足等问题，构建一套科学、系统的代驾服务质量评价指标体系，为服务质量评估、行业监管与消费者选择提供理论依据与实践工具。【方法】基于代驾服务“人员、流程、平台、安全、权益、环境”的全链条视角，结合服务质量经典理论与行业实证研究，通过文献分析、专家访谈及实地调研，设计多层次、多维度的评价指标体系。【结果】构建了包含6个一级指标、16个二级指标及30个三级指标的评价体系，全面覆盖代驾服务的关键质量环节。【结论】该指标体系兼具系统性与可操作性，能够有效衡量代驾服务质量的综合水平，引导企业优化服务、规范行业健康发展、保障消费者合法权益，推动代驾市场从规模扩张向质量提升转型。

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.

引用格式：刘娜，胡心如，童俊，等. 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.

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。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。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。高一午，本科在读，研究方向为标准系统工程与方法、管理决策理论与方法。