However, the development of any new thing is not going up vertically. It is spiraling up and winding forward. The Didi online car-hailing is the same. Since the last few years, "Didi Chuxing" no longer implemented the subsidy strategy and lost its advantage. In 2016, the introduction of Interim measures for the Administration of online Taxi booking Service have made the Didi online car-hailing platform subject to strong constraint, and made drivers feel tough. Especially a recent rumor on the Internet that the Didi online car-hailing platform provide a higher price for the customers who use the online car-hailing more often, which has aroused public indignation. 

1.2 Aims and significance

Through the development of recent years, the negative aspects of the online car-hailing have gradually appeared. There are many factors leading to the result, such as strict policy and strong supervision, the reduction in the number of Didi drivers, the increased price, and the power of the information in big data era, such as the news mentioned above. Although the news turned out to be a rumor, bad influences have been aroused, which has made the development of the "Didi Chuxing" even more difficult. Therefore, I do a research on the Didi online car-hailing in order to promote the its development effectively, to exploit its development potentialities, to provide more convenience for the people who use it, and to improve the travel efficiency. Also, it is helpful to improve the satisfaction of the customers, to form customer loyalty, and to further increase the research on the customer satisfaction and the research on the Kano model in teems of satisfaction research.

On the premise of a large number of domestic and foreign researches, this thesis collects relevant data through questionnaires based on the Kano model and makes analysis based on sensitive matrix, which further enriches the method of customer satisfaction research on service enterprises and the application of the Kano model in the service industry as well under the background of large data. It has a certain theoretical significance and a strong practical value. Furthermore, it can improve the management mechanism of the Didi online car-hailing, increase its competitiveness, provide people with more secure and convenient travel conditions, make full use of spare resources, increase extra income, promote the faster and better development of the Didi online car-hailing platform, and do a little bit to coordinate the relationship between the government, the car-hailing platform and the citizens. I hope that this thesis can make an effort. 

1.3 Research frame and Method

The existing documents on the research of online car-hailing mostly focus on the regulatory specifications (Lu Shaobo, 2017), supervision and management (Xu Wei, 2017), pricing models (Min Junyan, 2017), and operational concepts (Hou Denghua, 2016) of online car-hailing, and lack research on the customer satisfaction. Besides, the Kano model has very few researches on the online car-hailing as well. This thesis takes Xuzhou City as an example based on Kano model. The factors of quality characteristics affecting satisfaction are deduced from the customer's demands and previous documents. Then questionnaires about the quality characteristics are designed based on Kano model. Let out the questionnaires, collect them and get data. After finishing above steps, the data are put into the sensitive matrix to analyse the sensitivity of each quality characteristic, and conclusions are drawn from the analysis. According to the conclusions, measures that are worth paying attention to are put forward.