Research On Customer Satisfaction Of Online Car-hailing

Customer satisfaction strategy is an important part of corporate marketing strategy,companies only understand the needs of customers,customers can be satisfied with the products or services in order to win customers and achieve sustainable development. Online car-hailing is a new thing in recent years and the rapid development of the relationship between the tens of thousands of consumers travel problems,Online car-hailing customer satisfaction research has a certain theoretical significance and strong practical value.This paper on the basis of reviewing the previous literature and drawing lessons from the previous research results, establish a conceptual model of customer satisfaction with online car-hailing.In the model, the service quality factor is divided into six parts, namely :service tangibility,service reliability,service guarantee, service responsiveness, service convenience and service cost. The perceived value as the mediator variable, the customer expectation and the service quality as the initial variable, the customer satisfaction as the result variable. In this paper, the data were collected by questionnaire, and the collected data were analyzed by SPSS21.0 and AMOS24.0 software tools. The results were as follows: the quality of service had a significant positive effect on customer satisfaction; Customer satisfaction has a significant positive impact; service quality has a significant positive impact on perceived value;customer expectations have a significant positive impact on service quality; perceived value in the quality of service on customer satisfaction in the role of some intermediary role ; Quality of service in the customer expectations of the impact of perceived value from the role of a complete intermediary; quality of service in the customer expectations of customer satisfaction in the role of a complete intermediary role. According to the research results, this paper puts forward some suggestions on how to improve customer satisfaction, including: (1)Strengthening the management of service terminals; (2)Strengthening the construction of mobile platform and optimizing the consumption experience; (3)Can not exaggerate the commitment to customers ;(4) To build a good customer relationship; (5)The regulators should adhere to inclusive governance, and create an open and inclusive regulatory environment; (6)Improve the social unity of credit mechanism system construction.