The Study On The Factor Of Passenger Experience In Online-carhailing Under The Environment Of Big Data

With the development of economy and the continuous improvement of living standard,people's demands for travel not only focus on basic needs,but also pay more attention to the wonderfulexperience brought by the journey.The traditional taxi travel mode needs the passengers to wait in the roadside in the uncertain way and the cash payment,which leads to the poor travelling experience.The Online car-hailing mode uses big data and mobile internet technology to make up for many shortcomings of traditional taxi,greatly improving the passenger experience.However,since the development of the Online car-hailing,the research focuses on the supervision and legal relations,lacking of research on the passenger experience.Therefore,it is necessary to study the passenger experience of the Online car-hailing.From the view of big data,this paper analyzes the influencing factors of passenger experience of the Online car-hailing,in order to provide effective suggestions for improving passenger experience,platform operation efficiency and the service quality of drivers.Firstly,through the relevant literature research,this paper comb the related theories of big data,passenger experience,online car-hailing and customer satisfaction;Secondly,this paper analyze the application of big data in the model of the Online car-hailing and the impact on the passenger experience;Thirdly,through the analysis of the influencing factor of passenger experience of Online car-hailing under the environment of big data,this paper constructs a model of passenger experience structure;Finally,using questionnaires to collect data and analysis software such as Amos and SPSS to analyzes the collected data,this paper obtains the conclusion of the study,and puts forward relevant policy suggestions according to the conclusion of the research.By analyzing the influencing factors of passenger experience in big data environment,this paper draws the following conclusions:(1)The safety of the traveling has a significant impact on passenger satisfaction and loyalty.(2)Passengers are more concerned with travel services based on big data analysis.(3)Compared with the offline service provided by the driver,the platform service based on big data has a more significant impact on the passenger experience.(4)Enterprises should provide personalized service to the characteristic of the mainstream young customer groups.The first innovation of this paper is that through analyzing the influencing factors of passenger experience,this paper puts forward the structure model of passenger experience of Didi,and verifies its rationality through empirical analysis.The second is to analyze the important role of big data technology in solving the demand-supply matching and saving the passenger waiting time from the view of big data,and to provide reference for the enterprise to improve the passenger experience.