本研究基于ACSI(美國顧客滿意度指數)模型,構建了網約專車出行服務的乘客滿意度模型,并對該模型進行了驗證。該模型由乘客期望、感知質量、感知利益、感知風險、乘客滿意度、乘客抱怨與乘客忠誠度六個變量構成。對267名有網約專車出行服務使用經驗的乘客進行問卷調查,結果驗證了該模型的可行性。本研究有利于完善顧客滿意度理論,為管理者制定乘客滿意度提升方案提供理論指導與支持,有助于企業相關業務的發展。

Based 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.