摘要：近年来，中国经济快速发展，相比于20世纪，居民衣食住行各个方面都有了很大的改变。伴随着网络技术的飞速发展，互联网经济也呈现高速发展趋势，网约车便是互联网经济下的产物。在众多的网约车平台横空出世的同时，也衍生了一系列的社会问题，引起了很大的社会讨论。本文以享道出行为例，利用ACSI顾客满意度指数模型，通过深入分析顾客在享道出行的使用过程中的顾客预期、感知质量、感知价值、顾客抱怨和顾客忠诚等变量因素进行问卷设计，从而找出影响顾客满意度的因素。结果发现，其影响因素主要包括用车费用不合理；司机及平台的服务质量欠佳，宣传营销力度小等等。由此可见，享道出行的发展仍有进步空间。论文从提高顾客满意的的角度出发，针对本次调查所呈现的一系列问题分析了其产生的原因并提出了包括提高服务水平，强化服务内容，提升品牌形象以及加强监督与管理四个方面的解决措施。新事物的出现往往需要一个不断调试的过程，在成长中前进，在前进中成长，网约车也是如此，希望通过本次的研究可以对网约车市场的更好发展做出贡献。

关键词：网约车 享道出行 顾客满意度 服务质量

Study on customer satisfaction evaluation and improvement of Xiangdao Chuxing

Abstract:In recent years, China's economy has developed rapidly.Compared with the 20th century,the residents have made great changes in all aspects of food, clothing, housing and transportation. With the rapid development of network technology,the Internet economy also shows a trend of rapid development, and online car hailing is the product of the Internet economy. With the emergence of numerous online car-hailing platforms,a series of social problems have also arisen, which has aroused a great deal of social discussion. In this paper, the behavior of enjoy channel, using ACSI customer satisfaction index model,through in-depth analysis of customer expectation, perceived quality, perceived value,customer complaints, customer loyalty and other variables in the process of use of enjoy channel, the questionnaire design, so as to find out the factors affecting customer satisfaction. The results show that the influencing factors mainly include unreasonable car expenses;The service quality of drivers and platforms is poor, and the promotion and marketing efforts are weak. Thus, there is still room for progress in the development of XiangDao Chuxing.From the perspective of improving customer satisfaction,this paper analyzes the causes of a series of problems presented in this survey and puts forward four solutions including improving service level, strengthening service content, enhancing brand image and strengthening supervision and management. The emergence of new things often requires a process of constant debugging.It is the same with online car hailing.It is hoped that this study can contribute to the better development of online car hailing market.

Key words: online car-hailing, road travel, customer satisfaction, service quality