Study On Customer Satisfaction Of DiDi Based On SEM

With the development of network technology,the era of the sharing economy is coming.Internet dating has become a necessary requirement in people's lives,and various mobile taxi APPs have become the main way for people to travel.As a leading company in the online market,it is particularly important for DIDI to improve customer satisfaction.Based on the characteristics of the dribble trips,this paper establishes a customer satisfaction model of dribble trips,and conducts in-depth research on the factors affecting customer satisfaction,the relationship between customer satisfaction and customer loyalty,and customer complaints.The main contents of the study are as follows:(1)Based on the improvement of customer satisfaction,DCSI is proposed to build a customer satisfaction model,using SEM to establish a model framework,embedding factors that affect customer satisfaction in order to quantify the impact.Based on the core architecture of ACSI model and based on the CCSI model,the influencing factors of customer satisfaction are constructed based on the characteristics of drop-dropping trips.The research hypothesis is put forward,and a structural equation model is used to establish the DCSI conceptual model.(2)Based on the theoretical and practical problems of the DCSI model,a five-step Likert scale for customer satisfaction was designed.The data was collected and preprocessed to verify the suitability of the data and model.The paper uses SPSS software to preprocess data,including data summary,reliability and validity analysis,and the elimination of non-conforming questionnaire items through factor analysis.Finally combining human factors for correlation analysis and regression analysis to ensure the reliability and applicability of the data.(3)Analyze satisfaction is combined with AMOS analysis and Boston matrix for customer satisfaction rating and customer complaints.Using AMOS 21.0 to set up the model and run to derive the path coefficient map of the DCSI model,then validate the degree of fit between model and data.Finally establishing customer complaints about the Boston Matrix Model,analyzing the specific reasons for customer complaints to effectively resolves customer complaints and increases satisfaction.AMOS runs to derive the path coefficients between the variables and model fitting indicators,validates the research hypotheses,and continues to amend the model correction model that meets the standards.Based on the customer's gender,age,education level,and income,the population was tested for the fitting of a multi-group structural equation model and the differences in variables among different groups were analyzed.