Research on the Evaluation Method of Driving Training Service Quality Based on Big Data of Trainees' Complaints

This study is based on the complaint data of driving trainees from the 12345 Citizen Service Hotline and the 12328 Transportation Service Supervision Hotline, a new model and method for evaluating the service quality of driving schools are proposed from the perspective of improving trainees' driving training experience. Firstly, through the theory of systems engineering, this study puts forward 44 influencing factors of driving school service quality from all processes and elements of trainees' driving training, including the professionalism of service personnel, the standardization of service personnel, the service attitude of service personnel, the venue environment, false advertising and the standardization of advertising, and the standardization of training contract content. Secondly, from the perspective of trainees, a two-level classification system for the reasons of trainees' complaints is constructed. A RoBERTa model is built to classify the reasons for 521,400 pieces of text data of trainees' driving training complaints, and the complaint texts are transformed into complaint reason labels. Finally, considering the influencing factors of service quality and the reasons for trainees' complaints comprehensively, a quantitative evaluation method for the driving school service quality evaluation model is constructed. The results indicate that the constructed RoBERTa model achieves a precision rate of 82.04% in classifying the complaint reasons for trainees' driving training, and the quantitative evaluation method of service quality can effectively reflect the quality of driving school services. The new model and method of service quality proposed in this research break through the traditional evaluation method based on data investigation of service quality and possess strong operability, and can provide new ideas and tools for the competent departments of the driving training industry to evaluate and manage the service quality of driving schools.