Abstract:The advent of sharing economy is marked by the online car-hailing. By the end of 2017,the Didi online car-hailing have provided more than 7430 million travel service for 450 million users in more than 400 cities. Therefore, the thesis not only enriches the theoretical significance on customer satisfaction research, but also provides practical value for the healthy development of the Didi online car-hailing.
On the basis of literature reviews, questionnaires are designed under the guidance of theoretical model and quality characteristics are obtained. After analyzing, conclusions are come out, shown as follows: (1) For the age group: People of all ages use the Didi online car-hailing, especially people between 21 and 45 years old. They are the main customers and the main force of consumption of the Didi online car-hailing. (2) For the Kano category: There are six categories of quality characteristics based on Kano model. According to the research results, only three categories have been selected and reordered. They are category A、M、O. (3) For the sensitivity: The quality characteristics is ranking according to the sensitivity from high to low. On the top of the list, the seat arrangement ranks first, the arriving time ranks second, the safety ensurance ranks third, and the driver credit ranks forth. On the bottom of the list, the last one is the management of car sharing.
In the light of the above conclusions, the measures worthy of attention are made. Didi online car-hailing platform (1) strengthen the access management; (2) improve the quality inspection system; (3) promote the construction of integrity; (4) enhance hardware equipment; (5) stick to innovation all the time. Moreover, drivers should try to equip themselves with high quality service.
Key Words: Quality Characteristics Online Car-hailing Customer Satisfaction Kano Model
摘 要:共享经济时代的来临以网约车为标志。网约车迅速发展，到2017年底滴滴平台为全国400多个城市的4.5亿用户，提供了超过74.3亿次的移动出行服务。网约车为消费者普遍接受，所以研究网约车的质量特性对顾客影响，不仅具有丰富网约车在顾客满意方面研究的理论意义，而且可以为网约车的健康发展提供使用价值。
本文在文献综述的基础上，结合网约车的运行实际，然后借鉴Kano模型提出网约车质量特性因素，在理论模型的指导下设计调查问卷，并对结果进行数据分析，得出如下结论：（1）按年龄段来说：滴滴网约车对所有年龄层的人都适用，尤其是在21岁到45岁这个年龄段的人，他们是滴滴网约车的主要顾客，是消费的主力军。（2）按 Kano的分类来说：基于Kano模型的质量特征可分为六类。根据研究结果，只有三个类别的质量特性被选择保留。它们是A，M，O类。（3）按质量特性因素的敏感性来说：质量特性按照敏感性强弱从高到低排列。敏感性排名靠前的如下，座位的布置排在第一位，车辆到达约车地点的时间排在第二位，乘客的安全保障排在第三位，司机的信誉排在第四位，对于顾客个人信息的保密工作排在第五位。敏感性排名靠后的如下，对拼单的管理排在末位，车辆种类排在倒数第二位。
针对以上结果，得出值得网约车注意和改进的措施。措施如下：滴滴网约车平台要（1）加强对网约车签约的准入管理，严格把控准入的门槛；（2）提升质量检查体系，严格检查签约车辆质量与安全性能；（3）完善诚信建设，对于顾客的个人信息要做好保密工作；（4）强化硬件设备，定期期维修和升级网络系统；（5）始终坚持创新。此外，网约车司机要努力使自己具备高质量的服务水准，提升自己的竞争实力。
关键词：质量特性 网约车 顾客满意 Kano模型 徐州滴滴叫车质量特征因素分析:http://www.chuibin.com/yingyu/lunwen_206037.html