Research On Passenger Satisfaction Of Online Car-hailing Based On Structural Equation Model

With the rapid development of shared economy and Internet plus and the expansion of the size of Internet users,the academic research on the satisfaction of Internet users has attracted wide attention.This thesis takes online car Hailing passengers as the research object,and analyzes the influencing factors of their satisfaction and intention after using online car hailing,so as to provide countermeasures and suggestions for online car Hailing platform enterprises to improve their products or service level.First of all,this thesis studies the research status of passenger satisfaction,the choice of online car Hailing mode and the intention and satisfaction of online car Hailing passengers in the field of public transport,reviews the relevant theories of structural equation model,customer satisfaction and customer experience,and introduces new latent variables combined with the characteristics of Online car Hailing service,which are perceived convenience,perceived comfort,perceived reliability,perceived convenience,perceived comfort,perceived comfort,perceived comfort,perceived comfort,perceived comfort,perceived comfort The conceptual model is constructed,and the questionnaire is compiled for the survey.Secondly,using SPSS software and Amos software to make descriptive statistical analysis,reliability and validity analysis of the sample data.On this basis,this thesis makes an empirical analysis of the online car Hailing passenger satisfaction model,and verifies the adaptability and hypothesis test of the model.Finally,the conclusion and contribution of this thesis are put forward,and the 10 hypotheses proposed in this study have been verified.The results show that:(1)perceived convenience,perceived comfort,perceived reliability and passenger feedback have significant positive effects on passenger experience,while perceived ride risk and perceived price level have significant negative effects on passenger experience.The importance of factors influencing the online passenger experience is as follows: perceived reliability > perceived comfort > perceived convenience > passenger feedback > perceived ride risk > perceived price level.(2)The feedback and experience of online car passengers have significant positive effects on passenger satisfaction.Passenger experience has an important influence on passenger satisfaction,and passenger feedback has a certain impact on passenger satisfaction.The impact of passenger experience on satisfaction is greater than that of passenger feedback.(3)The passenger experience and satisfaction of the online car have significant positive effects on the passenger intention,and the two have the same influence on the passenger intention.The contribution of this thesis lies in the establishment of the online car Hailing passenger satisfaction model,which is verified to be ideal.Through path analysis and significance test,the influence relationship between the latent variables is obtained,which is the contribution of the theoretical model.A new online car Hailing passenger satisfaction evaluation scale is compiled,and it has passed the confirmatory factor analysis,which can be used as a reference for other scholars in the future Based on the conclusion of hypothesis test,we can put forward suggestions to improve the passenger intention and satisfaction from multiple angles,which can be used for reference by online car Hailing enterprises.