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Alternative TitleA Model of Passenger Satisfaction of Tailored Car-Sharing Service
崔玲美; 刘彤; 陈毅文
First Author崔玲美
Source Publication应用心理学
Correspondent Emailchenyw@
Contribution Rank1
Other AbstractBased on the American Customer Satisfaction Index ( ACSI) Model,the present study 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 this model,267 passengers who used the service participated a questionnaire survey,and the feasibility of this model was confirmed. This study is conducive to improving the theory of customer satisfaction,providing theoretical guidance and support for managers to develop passenger satisfaction promotion programs,and contributing to the development of related enterprises within the industry.
Keyword网约专车 移动商务 用户满意度 感知质量
Document Type期刊论文
Corresponding Author陈毅文
Recommended Citation
GB/T 7714
崔玲美,刘彤,陈毅文. 网约专车出行服务的乘客满意度模型[J]. 应用心理学,2018,24(04):269-278.
APA 崔玲美,刘彤,&陈毅文.(2018).网约专车出行服务的乘客满意度模型.应用心理学,24(04),269-278.
MLA 崔玲美,et al."网约专车出行服务的乘客满意度模型".应用心理学 24.04(2018):269-278.
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