“滴滴出行”服务质量对顾客满意度和忠诚度影响的实证研究

发布时间：2018-03-04 20:06

  本文选题：滴滴出行　切入点：满意度　出处：《统计与信息论坛》2017年08期 　论文类型：期刊论文

【摘要】：运用SERVQUAL量表和转换成本的理念,从服务质量、转换成本、乘客满意度和忠诚度四个维度,建立"滴滴出行"的服务质量-转换成本-顾客满意度-忠诚度的结构方程模型,并结合南昌市实际调查数据,运用二阶验证性因子分析和路径分析方法定量研究各变量对乘客满意度和忠诚度的影响。研究显示,"滴滴出行"服务质量包括安全性、有形性、可靠性、响应性和移情性5个维度;服务质量、转换成本正向影响乘客满意度和忠诚度,且服务质量的影响最为明显。对此,提出制定切实可行的网约车服务质量控制标准,有序规范市场环境;提升可靠性和响应性,增加安全性、移情性和有形性;提高平台治理能力,继续推进优惠政策等建议。
[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.
【作者单位】： 华东交通大学经济管理学院;
【基金】：国家自然科学基金项目《深化户籍制度改革的城市公共服务创新:协同模式、运行机制和政策仿真研究》(71563011) 江西社会科学规划项目《推进江西新型城乡一体化建设促进协调发展对策研究》(16ZT29) 江西省教育厅科技项目《江西民生性公共服务支出的绩效评价及对人口城镇化的效应分析》(GJJ150550)
【分类号】：F274;F572;F724.6
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本文编号：1567101