网约车乘客满意度与生活满意度分析

Analysis of Ride-Hailing Passenger Satisfaction and Life Satisfaction

为研究网约车乘客满意度的影响因素以及乘客满意度与主观幸福感之间的关系,利用2018年大连市网约车乘客的出行行为数据,构建多指标多因果模型,分析网约车的乘客社会经济属性、网约车服务质量(服务感知、运营服务、外部影响、安全性)、乘客满意度与乘客生活满意度之间的关系。研究结果表明:服务感知、运营服务、外部影响、安全性对乘客满意度分别存在显著的正向作用;乘客满意度对其生活满意度存在显著的正向影响;运营服务、外部影响、安全性和服务感知对网约车乘客满意度的总效应依次递减;网约车乘客的异质性对网约车的服务质量、乘客满意度、生活满意度均有影响。

In order to study the influencing factors of ride-hailing passenger satisfaction and the relationship between passenger satisfaction and subjective well-being,the travel behavior data of ride-hailing passengers in Dalian in 2018 is used to analyze the relationship between ride-hailing passenger socio-economic characteristics,service quality of ride-hailing(service perception,operation service,external influence,safety),passenger satisfaction and life satisfaction by constructing a multiple indicators multiple causes model.The result shows that the service perception,safety,external influence and operation service have significant positive effects on passenger satisfaction.Passenger satisfaction has a significant positive impact on life satisfaction.The total effects of operation service,external impact,safety and service perception on ride-hailing passenger satisfaction are decreased in turn.The heterogeneity of ride-hailing passengers affects the service quality,passenger satisfaction and life satisfaction.