An Empirical Study On The Influence Factors Of Customer Satisfaction Of Didi

In recent years,the total social supply covered the total demand,the Internet platform starts to allocate the production capacity between the side of supply and demand.It promotes the development of sharing economy.Although the sharing economy is still at the early stage of development,it is popular with consumers.From the perspective of travel,it has greatly changed the way people out,and the market is increasingly developing towards the sharing and low carbonization.Ridesharing in China has come through the exploration stage to the outbreak period,and now it is gradually transform to flatlands,but several times of accidents made people get worry,that means he operators have to retain consumers by corporate strength.China’s Shared travel market is mainly divided into car-sharing,bike-sharing and electric-car sharing.Didi as a representative car-sharing enterprise in China,provides a variety of personalized car services and builds an online information exchange platform for car owners and consumers,which greatly improves the efficiency of car use.But although Didi has a promising future,some problems still there.In the past few years,there have been several vicious incidents,which have caused serious consequences for the society and Didi.As for the current research status,more research is based on the catering and accommodation industry,while empirical research on Didi consumer satisfaction is limited.Based on the perspective of Didi users,this paper study the existing literatures of domestic and foreign scholars,combined with the actual empirical research to explore its influencing factors,and on this basis created an indicator system.Base on consumers’ satisfaction with the use of Didi platform,this paper has deeply understood the application of sharing economy in the field of ride-sharing and the research status of consumer satisfaction.According to the virtue situation of ride-sharing market in China,the research determined variables and the research hypothesis.Based on the establishment and development of customer satisfaction theory,the research scope of this paper is defined.Based on this and combining the characteristics of the Shared travel industry,it is believed that there are five main factors that will affect the customer satisfaction of ride-sharing.There eleven hypotheses are proposed,which are subsequently verified and a research model is created.In this paper,the questionnaire data are distributed online,with the school enterprises and transportation hubs as the distribution points,and the data are distributed and recovered.Furthermore,after verifying the reliability and validity of the questionnaire,the next step verified the correlation between the variables in this study and the structural equation model was constructed by factor analysis of the variables.According to the results,this paper puts forward some proposal.First,strategic innovation and service quality improvement.Second,service optimization and risk control.Third,to set up platform cooperation and keep costs lower.Fourth,enhanced service recovery.Fifth,the government should strengthen supervision to restrain enterprises.