共享单车顾客满意度模型研究.pdfVIP

Advances in Social Sciences 社会科学前沿, 2017, 6(8), 1084-1093 Published Online August 2017 in Hans. /journal/ass /10.12677/ass.2017.68156 A Study on Customer Satisfaction Model of Shared Cycling Bing Wu, Siqi Chen School of Economics and Management, Tongji University, Shanghai st th nd Received: Aug. 1 , 2017; accepted: Aug. 15 , 2017; published: Aug. 22 , 2017 Abstract As a typical Shared Economic model, Sharing Cycle that emerged in 2016 has many problems in management and operation, but few studies have been touched on this field. Based on American Customer Satisfaction Index (ACSI) model, combined with the feature of the Shared Cycling, two variables in the ACSI: customer expectations and perception quality were replaced with APP Using Experiences, Shared Cycling Use Experiences and Social Factors to establish the Shared Cycling Customer Satisfaction model. Through the questionnaire investigation, 478 valid questionnaires were collected for data analysis and empirical research by using SPSS20.0 and Amos22.0. Consis- tent with the research hypotheses: 1) APP Using Experiences has a significant positive effect on Shared Cycling Use Experiences; 2) Social Factors have significant positive effects on APP Using Experiences; 3) Social Factors have significant positive effects on Shared Cycling Use Experiences; 4) Social Factors have significant positive effects on the customer perceived value; 5) Shared Cycl- ing Use Experiences has a significant positive effect on the customer perceived value; 6) The per- ceived value has significant positive influence on the customer satisfaction; 7) Customer satisfac- t