From Provision to Actual Use: Measuring Comprehensive Service Mismatch among Road Freight Drivers in Beijing

DOI

10.2991/978-94-6239-825-2_19How to use a DOI?

Keywords

road freight; public service mismatch; mobile workers; digital governance; service accessibility

Abstract

Metropolitan freight policy often counts facilities, hotlines, and insurance products as service supply, although mobile drivers may be unable or unwilling to use them under operating constraints. This study develops an actual-use framework for diagnosing comprehensive service mismatch and applies it to Beijing as an exploratory mixed-methods case. The evidence comprises 2,072 questionnaires, 3,640 km of ride-along observation, more than 60 driver interviews, field visits, and policy documents. Four dimensions are assessed: spatiotemporal access, protection uptake, organizational connection, and grievance response. Aggregate records show that 70.87% had never used a Truckers’ Home and more than 62% lacked driving-related insurance and labour protection. The record also reports 87.77% hotline non-use when disputes occurred, but the original item wording and eligible denominator are unavailable; this value is therefore a flagged diagnostic, not a prevalence estimate. The paper specifies a normalized composite mismatch index and provides an illustrative partial calculation. Governance proposals are reframed as four hypotheses for future pilot testing rather than effects established by the descriptive evidence.

Copyright

© 2026 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Shuai Sun
PY  - 2026
DA  - 2026/11/10
TI  - From Provision to Actual Use: Measuring Comprehensive Service Mismatch among Road Freight Drivers in Beijing
BT  - Proceedings of the 2026 5th International Conference on Public Service, Economic Management and Sustainable Development (PESD 2026)
PB  - Atlantis Press
SP  - 194
EP  - 200
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6239-825-2_19
DO  - 10.2991/978-94-6239-825-2_19
ID  - Sun2026
ER  -