A Model of Passenger Satisfaction ofTailored Car-Sharing Service
CUI Ling-mei1，2LIU Tong1，2 CHEN Yi-wen1，2
（1.CAS Key Laboratory of Behavioral Science, Institute of Psychology,Beijing 100101, China）（2. Department of Psychology,University of Chinese Academy of Sciences, Beijing 100049, China）
Abstract：Based on the American Customer Satisfaction Index (ACSI)Model, this paper constructed the passenger satisfaction model of tailored car-sharing service and verified the model empirically by summarizing the features of tailored car-sharing service. The model consisted of six variables: passenger expectation, perceived quality, perceived benefit, perceived risk, passenger satisfaction, passenger complaints and passenger loyalty. To verify the model, 267passengers who have used the service participated a questionnaire survey. The result showed that the model was feasible.The findings of this study were beneficial to consummate the theory of passenger satisfaction, provide a guide for managers when planning to improve passenger satisfaction, and as a result, help to develop the enterprises within the industry.
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