Empirical Study On The Factors Influencing Customer Loyalty Of Didi Chuxing

With the development of mobile Internet technology and big data,Didi Chuxing have been matched the needs of online Car-hailing service users and drivers with the help of the Internet and big data,which changes people's travel modes and greatly improves the user's travel efficiency,reducing the driver's no-load rate and developing rapidly.While bringing huge challenges to traditional patrol taxis,the subsidy of Didi Chuxing for drivers has been pushed them to the forefront of public opinion and supervision.Some city's traffic management departments proposed that the online Car-hailing service APP belongs to the illegal operation,and those cars would be all punished in accordance with the “black car” when they found it.Taxi drivers also boycotted Didi Chuxing.Sometimes,the users were repeatedly deducted from the car fare.In addition,there are many complaints about the low quality of drivers,the fees of car not fair,and review of the qualifications of online Car-hailing service drivers too lax.How to retain customers is an important challenge for Didi Chuxing.Therefore,on the basis of reviewing previous literature and combing the characteristics of Didi Chuxing,the thesis construct a customer loyalty measurement model from the five dimensions of service quality,customer trust,price,website design,and customer satisfaction.Empirical data are gathered by way of questionnaires,and factor analysis and structural equation modeling methods are used to reveal the influencing factors on Didi Chuxing customer loyalty in online Car-hailing services and its mechanism.Through the research on Didi Chuxing,it shows that quality of services can exert a significant impact on customer satisfaction and loyalty;Customer trust has an important influence on customer satisfaction and loyalty,what's more,the effect of customer trust on customer satisfaction is more significant;In addition,website design can exert a significant impact on customer satisfaction,and price is an important factor affecting on customer satisfaction,the openness and transparency of prices indirectly affects the accumulation of customer satisfaction;Customer satisfaction can also exert a significant impact on customer loyalty.The conclusion of the research reveals the influencing factors and mechanism of Didi Chuxing customer loyalty in a comprehensive way,significantly contributive for Didi Chuxing reference to pointedly implement the plan of improving customer loyalty.