本文選題：滴滴出行　切入點(diǎn)：滿意度　出處：《統(tǒng)計(jì)與信息論壇》2017年08期 　論文類型：期刊論文

【摘要】：運(yùn)用SERVQUAL量表和轉(zhuǎn)換成本的理念,從服務(wù)質(zhì)量、轉(zhuǎn)換成本、乘客滿意度和忠誠度四個(gè)維度,建立"滴滴出行"的服務(wù)質(zhì)量-轉(zhuǎn)換成本-顧客滿意度-忠誠度的結(jié)構(gòu)方程模型,并結(jié)合南昌市實(shí)際調(diào)查數(shù)據(jù),運(yùn)用二階驗(yàn)證性因子分析和路徑分析方法定量研究各變量對(duì)乘客滿意度和忠誠度的影響。研究顯示,"滴滴出行"服務(wù)質(zhì)量包括安全性、有形性、可靠性、響應(yīng)性和移情性5個(gè)維度;服務(wù)質(zhì)量、轉(zhuǎn)換成本正向影響乘客滿意度和忠誠度,且服務(wù)質(zhì)量的影響最為明顯。對(duì)此,提出制定切實(shí)可行的網(wǎng)約車服務(wù)質(zhì)量控制標(biāo)準(zhǔn),有序規(guī)范市場(chǎng)環(huán)境;提升可靠性和響應(yīng)性,增加安全性、移情性和有形性;提高平臺(tái)治理能力,繼續(xù)推進(jìn)優(yōu)惠政策等建議。
[Abstract]:By using SERVQUAL scale and the concept of conversion cost, from four dimensions of service quality, conversion cost, passenger satisfaction and loyalty, a structural equation model of service quality, conversion cost, customer satisfaction and loyalty of DiDi is established. Combined with the actual investigation data of Nanchang City, the second order confirmatory factor analysis and path analysis are used to quantitatively study the influence of various variables on passenger satisfaction and loyalty. The research shows that the service quality of DiDi includes security, materiality, etc. Five dimensions of reliability, responsiveness and empathy, service quality and conversion cost positively affect passenger satisfaction and loyalty, and the effect of service quality is most obvious. Suggestions such as improving reliability and responsiveness, increasing security, empathy and materiality, improving platform governance ability, and continuing to promote preferential policies are recommended.
【作者單位】： 華東交通大學(xué)經(jīng)濟(jì)管理學(xué)院;
【基金】：國(guó)家自然科學(xué)基金項(xiàng)目《深化戶籍制度改革的城市公共服務(wù)創(chuàng)新:協(xié)同模式、運(yùn)行機(jī)制和政策仿真研究》(71563011) 江西社會(huì)科學(xué)規(guī)劃項(xiàng)目《推進(jìn)江西新型城鄉(xiāng)一體化建設(shè)促進(jìn)協(xié)調(diào)發(fā)展對(duì)策研究》(16ZT29) 江西省教育廳科技項(xiàng)目《江西民生性公共服務(wù)支出的績(jī)效評(píng)價(jià)及對(duì)人口城鎮(zhèn)化的效應(yīng)分析》(GJJ150550)
【分類號(hào)】：F274;F572;F724.6
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本文編號(hào)：1567101