Research On The Factors Affecting Customer Satisfaction In The Shared Economy

With the development of the sharing economy,the integration and reuse of resources has become another big enthusiasm and is deeply touted by investors.At the Fifth Session of the 12 th National People's Congress,Premier Li Keqiang emphasized the convenience of people's lives by improving the efficiency of the use of social resources.The ofo has been financing more than 5 billion in 15 months,the market valuation of mobike bicycles has exceeded 10 billion in just over a year all because of this good market news.But after fierce “100”After the “Group Wars”,there are not many shared bicycle companies left.This dynamic and volatile market is worth studying.From the customer's point of view,this paper studies the influencing factors of customer satisfaction in the shared bicycle market,and proposes the functions of shared bicycle companies to be improved through the study of influencing factors.The research on customer satisfaction domestic and abroad rarely involves the emerging field of sharing bicycles.Therefore,the author of this paper proposes the four effects of shared bicycle scheduling,rental point layout,shared bicycle quality and website quality based on the characteristics of shared bicycle system.At the same time,this paper also increases the premise variable of customer perceived value.Given the particularity of shared bicycles,people will not give up the choice of travel tools for the image of a bicycle company,but the travel experience will be affected.Deviation assimilation theory,this study introduces a further study of corporate image as a regulatory variable.This paper focuses on the influencing factors of customer satisfaction in the shared bicycle market,the mediator variable of customer perceived value and the regulatory variable of corporate image.This article follows the writing path of“discovering problems-analysing problems-solving problems”.The first chapter is“discovering problems”.The author analyzes domestic and international distribution of bicycle market,rental point layout,shared bicycle quality,website quality,customer perceived value,and customer satisfaction and gives own understanding.The second chapter to the fourth chapter are the “analysis problem”.Including:the theoretical basis,model construction,research design and data analysis of this paper.After the final conclusion part analyzes the research results,the proposal of sharing bicycle business operation is proposed.The final conclusion part is about the analysing the results of this study and the suggestions for the operation of sharedbicycle enterprises,including:the combination of resource average scheduling and peak forecasting scheduling,and useing the VRPP optimization scheduling model;optimizing the layout of rental points based on operational monitoring data analysis,adopting the point management system to improve user travel behavior;developing a quality management system to improve the quality of shared bicycle hardware,and setting up the safety management department to respond to emergencies;arranging professional and technical personnel to improve the website(APP)Quality and function,paying more attention to feedback mechanism,and also put forward three opinions on the government:improving infrastructure;establishing quality service supervision system;increasing education and publicity of civilized vehicles.The last part is about shortcomings of this paper and the future research prospects.The research results show that shared bicycle scheduling,rental point layout,shared bicycle quality and website quality can positively affect the sharing of bicycle customer satisfaction through the intermediary effect of customer perceived value.As a regulation variable,corporate image can negatively adjust the impact of shared bicycle scheduling,rental point layout,shared bicycle quality and website quality on customer satisfaction.