|
|
|
| A Model of Passenger Satisfaction ofTailored Car-Sharing Service |
| CUI Ling-mei1，2LIU Tong1，2 CHEN Yi-wen1，2 |
| （1.CAS Key Laboratory of Behavioral Science, Institute of Psychology,Beijing 100101, China）（2. Department of Psychology,University of Chinese Academy of Sciences, Beijing 100049, China） |
|
|
|
|
Abstract Based on the American Customer Satisfaction Index (ACSI)Model, this paper constructed the passenger satisfaction model of tailored car-sharing service and verified the model empirically by summarizing the features of tailored car-sharing service. The model consisted of six variables: passenger expectation, perceived quality, perceived benefit, perceived risk, passenger satisfaction, passenger complaints and passenger loyalty. To verify the model, 267passengers who have used the service participated a questionnaire survey. The result showed that the model was feasible.The findings of this study were beneficial to consummate the theory of passenger satisfaction, provide a guide for managers when planning to improve passenger satisfaction, and as a result, help to develop the enterprises within the industry.
|
|
Published: 27 April 2018
|
|
|
|
|
|
|
