A Study on Customer Satisfaction Model of Shared Cycling
Abstract: As a typical Shared Economic model, Sharing Cycle that emerged in 2016 has many problems in management and operation, but few studies have been touched on this field. Based on American Customer Satisfaction Index (ACSI) model, combined with the feature of the Shared Cycling, two variables in the ACSI: customer expectations and perception quality were replaced with APP Using Experiences, Shared Cycling Use Experiences and Social Factors to establish the Shared Cycling Customer Satisfaction model. Through the questionnaire investigation, 478 valid questionnaires were collected for data analysis and empirical research by using SPSS20.0 and Amos22.0. Consistent with the research hypotheses: 1) APP Using Experiences has a significant positive effect on Shared Cycling Use Experiences; 2) Social Factors have significant positive effects on APP Using Experiences; 3) Social Factors have significant positive effects on Shared Cycling Use Experiences; 4) Social Factors have significant positive effects on the customer perceived value; 5) Shared Cycling Use Experiences has a significant positive effect on the customer perceived value; 6) The perceived value has significant positive influence on the customer satisfaction; 7) Customer satisfaction has a significant positive effect on the customer loyalty; 8) Customer satisfaction has a significant negative effect on the customer complain; 9) Customer complain has a significant negative effect on the customer loyalty. Inconsistent with the research hypotheses: 1) APP Using Experiences has no influence on the customer perceived value; 2) APP Using Experiences has no influence on the customer satisfaction; 3) The social influence has no effect on the customer satisfaction.
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