基于结构方程模型的网约车顾客满意度研究——以南京市为例  

Customer Satisfaction of Online Car-hailing Based on Structural Equation Model:A Case Study in Nanjing

作　　者：宗文[1] 陈文雅 ZONG Wen;CHEN Wenya(School of Business Administration, Nanjing University of Finance and Economics, Nanjing 210023, China)

机构地区：[1]南京财经大学工商管理学院,江苏南京210023

出　　处：《南京财经大学学报》2018年第5期69-77,共9页Journal of Nanjing University of Finance and Economics

基　　金：教育部人文社会科学研究青年基金项目(16YJC630186);江苏省高校哲学社会科学研究基金项目(2014SJB124);南京财经大学高校教改课题(GJ201608)

摘　　要：网约车作为共享经济时代重要的出行方式,越来越受到城市居民的青睐,研究网约车顾客满意度以提升其服务水平显得尤为重要。将网约车顾客期望作为初始变量,以感知质量和感知价值为中介变量,以顾客满意为结果变量,采用因子分析和结构方程模型,分析南京市网约车顾客满意度的影响因素和作用路径。研究发现,顾客期望对顾客满意影响不显著,感知价值对顾客期望与顾客满意的关系有完全中介作用,感知质量在顾客期望与感知价值之间起部分中介作用;感知质量和感知价值对顾客满意有显著正向影响,并会进一步积极影响顾客忠诚;另外,从标准化的结构方程模型路径系数来看,网约车服务的价值感知比服务质量感知对顾客满意的影响更大。As an important way of sharing economy,online car-hailing is becoming more and more popular among people in the city.Therefore,it is necessary to study the customer satisfaction of online hailing car to improve their service quality.With the customer expectation as the initial variable,perceived quality and perceived value as the mediated variable,customer satisfaction as the result variable,this paper mainly studies the influencing factors and paths of customer satisfaction with Nanjing s online car-hailing.By actor analysis and SEM,the result shows that the customer expectation doesn t have a significant influence on the customer satisfaction,perceived value plays a completely mediated role between the customer expectation and the customer satisfaction,perceived quality plays a significant mediated role between the customer expectation and perceived value.Perceived quality and perceived value have a positive and significant influence on the customer satisfaction in the model,and perceived value has the greater influence.

关 键 词：顾客满意度 网约车 结构方程模型 感知质量 感知价值 

分 类 号：F063.1[经济管理—政治经济学]