Research On Passenger Satisfaction Of Online Booked Vehicle Based On Structural Equation Model

As an important part of urban transportation system,taxi has irreplaceable advantages in solving trip problem of residents.Traditional taxi service exposed many problems in the process of operation,which has caused public complaints.Since 2015,Online Booked Vehicle entered into the taxi market,which has seemed to be the effective way to alleviate the problem of "difficult to take a taxi".Relying on the advantages of convenience and economy,Online Booked Vehicle has been popular with young people.Online Booked Vehicle also has been the focus of the academia.Scholars tend to research the laws and regulations about Online Booked Vehicle,but pay less attention to service quality.In fact,there are some problems in the process of operation.Service process and service quality are important to the development of Online Booked Vehicle.Therefore,it's necessary to research Online Booked Vehicle service quality from the perspective of passenger satisfaction.On the basis of related literature,from the characteristics about Online Booked Vehicle industry,the paper introduced five variables Convenience,Economy,Comfort,Friendly Platform and Perceived Risk to optimize ACSI model.Considering the number of research variables,this paper uses the method of high-order CFA of SEM.According to the interaction relations between variables in initial model,the author put forward some research hypotheses.When designing the research questionnaire,the author referred to the S-QUAL and E-S-QUAL model,including research questionnaires about related industry.Through using SPSS and AMOS to analyze survey data and model fitting,the paper gets the final model with good fitting.The result shows that Passenger Expectation,Perceived Quality,Perceived Value have a positive and significant influence on Passenger Satisfaction in the model,and Perceived Quality has the greatest influence.The order of four Perceived Quality's variables which affect Passenger Satisfaction is: Convenience> Economy> Friendly Platform> Comfort.Passenger Satisfaction has a negative and significant influence on Passenger Complaint,and has a positive and significant influence on Passenger Loyalty.The introduced variable Perceived Risk is proved to have a negative and significant influence on Passenger Satisfaction,but doesn't have a significant influence on Perceived Quality.Based on the above research results,the paper puts forward suggestions from 5 aspects,the convenient degree,charge rules,ride comfort,the platform system,and safety to promote passenger satisfaction.