The Customer Satisfaction Research Of Sharing Bike

Currently,customer satisfaction is the key point should be paid close attention to in business competitions.In the region of marketing,sociology and psychology,it has got a deep research and study.With the continuous revolution of sharing economic,the sharing economic business model in China has also been updated in an unprecedented high-speed.Nowadays,sharing bike industry has be in a seriously competition.Some of them even died.If enterprises want to survive in such circumstance and keep its vitality and competitiveness,it is necessary for them to get the customer satisfaction.To be more specific,based on customer satisfaction to keep,enhance and even modify competitiveness.Then,increasing the quality of product and service in markets which are already developed.Considering only a few studies of sharing bike in China,this paper wants to make some contributions in this area.Regarding to the classic"American Customer Satisfaction Index"(ACSI)model,this paper tries to analysis the factors of customer satisfaction and its strength from the customer’s psychological perception.Finally,taking "Mobike" as the case of empirical research.It is because that firstly,Mobike now has a good operating condition.Secondly,according to the short history of sharing bike in China,the earliest enterprises such as Mobike has a certain of representative;Third,the Mobike bicycle has already covered most areas in China,which is easier to research.Based on ACSI and previous models of customer satisfaction in bicycles,rental services,and shared service industries.Additionally,referring to the tolerance of product characteristics in psychology and awareness of product characteristics towards customers.Overall,combing the above all references,this paper designs a questionnaire to investigate customers’ attitudes.From the 400 final valid questionnaires,the results show that the overall customer index of Mobike is not bad,which are all in the tolerance zone.The tolerance of customer negatively correlated with its perceived value,and importance perception has a regulatory effect on perceived quality.Specifically,customers have the greatest appeal to Mobike online service and comfort experience,due to their lower tolerance,higher importance and lower perception.Thus,the score of online services in perceived quality is also relatively low.The main contributions of this paper are as follows:firstly,based on the outcomes of the predecessors,the few research of satisfaction model of the sharing bicycle is filled;secondly,adding the concept of the customer tolerance into the classic customer satisfaction model,with data and theoretical analysing;thirdly,applying the concept of"Product Service System"(PSS)to replace the "software" and "hardware" perception;Finally,taking the variable "importance perceived" as an adjustment effect,the results were compared and analysed that "importance perceived" could negatively influence the result between perceived quality and customer satisfaction.Overall,above three points are the innovative point in this paper.Besides,corresponding empirical data supports above views at the same time.