Contents

Abstract ⅰ

摘 要 ⅱ

Chapter One  Introduction 1

1.1 Backgrounds 1

1.2 Aims and significance 2

1.3 Research frame and Method 3

Chapter Two  Literature Review 5

2.1 Customer satisfaction 5

2.2 Quality characteristics 5

2.3 Kano model 6

Chapter Three  Research Design 10

3.1. Model theory 10

3.2 Questionnaire 12

Chapter Four  Data Analysis and Results 14

4.1 The identification of the quality characteristics 14

4.2 The appraisal of initial quality characteristics 15

4.3 The screening of initial quality characteristics 17

4.4 The ranking of the sensitivity of quality characteristics retained 19

4.5 The determination of final quality characteristics 21

Chapter Five  Conclusion and Suggestions 23

5.1 Conclusion 23

5.2 Suggestions 24

5.3 Innovation 25

5.4 Research deficiencies and prospect 25

References 27

Appendix 29

Factors Analysis of Quality Characteristics of the Didi Car-hailing in Xuzhou Based on Kano Model

Chapter One  Introduction

1.1 Backgrounds

In recent years, the sharing economy has become more and more prosperous. It makes the institutions or inpiduals who have spare resources can find the way to transfer the resource property to others temporarily and get paid in return. They create values during the process of sharing their spare resources. Along with the emergence of the sharing economy, a large number of sharing enterprises have been established, such as Airbnb, Uber, Didi Chuxing, Shenzhou special cars. Among them, "Didi Dache" was born in Zhongguancun Science Park, Beijing, in 2012. It was formally launched in Beijing on September 9th of the same year, and soon swept the whole country. In 2015, "Didi Dache" has been renamed "Didi Chuxing" on September 9th. It can be said that "Didi Chuxing" is gradually affecting and changing people's life. "Didi Chuxing" has changed the traditional way of car-hailing, and trained a modern way of outgoing guided by the big data era. Compared to the traditional way of car-hailing, using a phone or waving on the street, the birth of "Didi Chuxing" has changed the traditional taxi market pattern, and has broken the previous car-hailing concept. It combines passengers with drivers closely from the order to the end of the trip, cooperating with Alipay platform and using online payment. It is convenient to use big data to bound passengers with drivers with mutual evaluation system, which can be much more direct to reflect passengers' satisfaction with the travel. At the same time, according to the act—letting the drivers pick up the order according to the passenger's destination—"Didi Chuxing" optimizes the passengers' ride experience to the maximum, saves the time spending on communication between the drivers and the passengers, reduces the empty vehicle driving rate, and maximizes the utilization of resources, which in turn maximizes the resources of the drivers. Moreover, big data connects the drivers who sign with "Didi Chuxing" all together, so that they can better understand the real-time traffic conditions and the demands for cars, which makes people save time on waiting the car and shorten the time of driving. This convenience not only increases both passengers’ mental and physical satisfaction, but also increases the passengers’ usage of "Didi Chuxing".  徐州滴滴叫车质量特征因素分析(2):http://www.chuibin.com/yingyu/lunwen_206037.html