Abstract: The level of service is the key to the survival, healthy competition and harmonious development of future online taxi booking companies. High quality of online taxi booking services can not only meet residents different travel demand, but also play an important role in easing traffic congestion and achieving sustainable urban development. In order to evaluate online taxi booking services scientifically and systematically and analyze the features of online taxi booking services deeply, an evaluation index system of online taxi booking services was established from five perspectives such as service reliability, service responsiveness, service security, service comfortability and service flexibility, which stood from the users point of view. And then the fuzzy matter-element evaluation model was selected to evaluate the service level of online taxi booking in big city. The service of online taxi booking in Chongqing was taken as an example to provide theoretical and practical basis for upgrading the service level of online taxi booking in China.

Key words: traffic and transportation engineering, online taxi booking, service level, fuzzy matter-element model, evaluation system

摘要： 服务水平高低是未来网约车公司立足生存、良性竞争、和谐发展的关键。高水准的网约车服务既能够满足居民差异化的出行需求、又能够 起到缓解城市交通拥堵、实现城市可持续发展的作用。为对网约车服务水平进行科学、系统的评价，深入分析网约车服务的特点，以网约车用户 的角度出发，从服务可靠度、服务响应度、服务安全度、服务舒适度以及服务灵活度5个角度构建网约车服务水平评价指标体系，选取模糊物元评 价模型对大城市网约车服务水平进行评价，并以重庆市的网约车服务为例，为我国网约车服务水平的升级提供理论与实践基础。

关键词: 交通运输工程, 网约车, 服务水平, 模糊物元模型, 评价体系