A Study On The Consumer Satisfaction And Loyalty Of The Car-sharing In Beijing

Car-sharing has been gradually promoted in Beijing presently.Under this background,the study of the Car-sharing customer satisfaction and loyalty is significant for the Car-sharing enterprises to formulate business policies and adjust the direction of the development of enterprises.Based on the theory of customer satisfaction and the theory of customer loyalty,this paper studies the customer satisfaction and loyalty of the Car-sharing in Beijing.Analysis of factors of Beijing Car-sharing consumer satisfaction and loyalty,the construction of Beijing Car-sharing consumer satisfaction and loyalty model using structural equation modeling,according to the influence degree of each factor and satisfaction by four figure method is put forward to improve Beijing Car-sharing consumer satisfaction strategy.Beijing city rental consumer satisfaction and loyalty model,the results show that perceived safety,perceived convenience,perceived usefulness,perceived economic APP,perceived comfort,perceived reliability have a positive effect on Beijing timeshare rental consumer satisfaction,and these six factors have direct positive impact and indirect positive effect on consumer loyalty.The results of the four graph model show that perceived safety is the dominant factor to maintain.Perceived economy,perceived comfort and perceived convenience are factors that need to be maintained;perceived APP utility is the factor to observe;perceived reliability is a factor to be improved.Finally,this paper gives suggestions on improving customer satisfaction and loyalty for time sharing leasing enterprises.The results of this study are of great practical significance for the sustainable development of the time-sharing leasing industry.