近年来，由于社会总供给超出了总需求，因此网络平台开始在供、需两方之 间进行产能分配，从而促进了共享经济的快速发展。共享经济在发展初期在各行 业都极受消费者推崇，就出行角度而言，更新了人们的出行理念，出行市场越来 越向着交通工具的共享化和出行低碳化方向发展。我国共享汽车市场经历了探索 期、爆发期，如今已逐渐过渡到稳定发展阶段，但一些恶性安全事故的发生一定 程度上引起了社会恐慌，这也说明共享汽车平台的运营商已经从初期依靠资本投 入占领市场变为需要靠实力留住消费者。 我国的共享出行市场构成丰富，主要能细分为共享汽车、共享单车、共享电 动车等，滴滴出行作为其中代表性企业，提供多种个性化用车服务，为车主和消 费者搭建线上信息交换平台，极大提高了用车效率。虽然滴滴出行发展前景良好， 但是一些问题仍然不可忽视。在过去的几年中，数次出现了人身财产安全遭受威 胁的恶性事件，对社会及企业本身造成了严重影响。就目前研究现状来看，顾客 满意度相关研究更多基于餐饮、住宿、旅游等行业，而对滴滴出行消费者满意度 的实证研究较为有限。本文以滴滴出行用户角度为切入点，通过梳理国内外已有 文献，结合实际进行实证研究并探索其影响因素，在此基础上创建了指标体系。 本文从消费者对滴滴出行平台的使用满意度出发，深入了解共享经济在共享 出行领域的应用和消费者满意度的研究现状。并结合我国网约车共享出行市场的 实际情况确定本文的研究变量，提出研究假设。本文的研究模型以顾客满意度理 论为基础，梳理其完善的过程，界定出本文的研究范围。后以此为基础并融合了 共享出行行业的特点，借鉴顾客满意度相关研究归纳总结出五个可能会对共享出 行用户满意度产生影响的要素，据此提出了11个假设，后续进行验证，创建研 究模型。本文问卷数据采用线上发放的方式，主要以学校企业及交通枢纽为发放 点，发放与回收数据。并在验证问卷信效度良好之后，进行下一步分析，验证了 本研究变量之间有何相关性，对各变量进行因子分析，构建结构方程模型。本文 经过上述实证过程使假设得到验证，结论得到感知使用价值、感知服务质量、感 知服务补救会对共享出行用户的满意度产生显著正向影响，感知经济成本、感知 风险会对共享出行顾客满意度产生显著负向影响。据此结论，本文对企业及政府 有如下建议：一是寻求创新，提高服务质量；二是优化服务，把控风险；三是加 强平台合作，控制成本；四是提高服务补救质量；五是履行政府监督职能，完善 法律法规。 关键词：共享经济；滴滴出行；顾客满意度；影响因素 滴滴出行顾客满意度影响因素的实证研究 I ABSTRACT In recent years, the total social supply covered the total demand, the Internet platform starts to allocate the production capacity between the side of supply and demand. It promotes the development of sharing economy. Although the sharing economy is still at the early stage of development, it is popular with consumers. From the perspective of travel, it has greatly changed the way people out, and the market is increasingly developing towards the sharing and low carbonization. Ridesharing in China has come through the exploration stage to the outbreak period, and now it is gradually transform to flatlands, but several times of accidents made people get worry, that means he operators have to retain consumers by corporate strength. China's Shared travel market is mainly divided into car-sharing, bike-sharing and electric-car sharing. Didi as a representative car-sharing enterprise in China, provides a variety of personalized car services and builds an online information exchange platform for car owners and consumers, which greatly improves the efficiency of car use. But although Didi has a promising future, some problems still there. In the past few years, there have been several vicious incidents, which have caused serious consequences for the society and Didi. As for the current research status, more research is based on the catering and accommodation industry, while empirical research on Didi consumer satisfaction is limited. Based on the perspective of Didi users, this paper study the existing literatures of domestic and foreign scholars, combined with the actual empirical research to explore its influencing factors, and on this basis created an indicator system. Base on consumers' satisfaction with the use of Didi platform, this paper has deeply understood the application of sharing economy in the field of ride-sharing and the research status of consumer satisfaction. According to the virtue situation of ride-sharing market in China, the research determined variables and the research hypothesis. Based on the establishment and development of customer satisfaction theory, the research scope of this paper is defined. Based on this and combining the characteristics of the Shared travel industry, it is believed that there are five main factors that will affect the customer satisfaction of ride-sharing. There eleven hypotheses are proposed, which are subsequently verified and a research model is created. In this paper, the questionnaire data are distributed online, with the school enterprises and transportation hubs as the distribution points, and the data are ABSTRACT II distributed and recovered. Furthermore, after verifying the reliability and validity of the questionnaire, the next step verified the correlation between the variables in this study and the structural equation model was constructed by factor analysis of the variables. According to the results, this paper puts forward some proposal. First, strategic innovation and service quality improvement. Second, service optimization and risk control. Third, to set up platform cooperation and keep costs lower. Fourth, enhanced service recovery. Fifth, the government should strengthen supervision to restrain enterprises. KEYWORDS: Sharing economy; DiDi; Customer satisfaction; Influence factor 滴滴出行顾客满意度影响因素的实证研究 1 目 录 第一章 绪论.............................................. 1 第一节 研究背景及意义............................................. 1 一、研究背景........................................................................................................ 1 二、研究意义........................................................................................................ 2 （一）理论价值.................................................................................................... 2 （二）现实意义.................................................................................................... 3 第二节 研究思路和方法............................................. 3 一、研究思路........................................................................................................ 3 二、研究方法........................................................................................................ 4 （一）文献研究法................................................................................................ 5 （二）实证分析法................................................................................................ 5 第三节 研究创新................................................... 5 第二章 文献回顾及理论概述................................. 6 第一节 文献回顾................................................... 6 一、关于共享经济................................................................................................ 6 二、关于共享出行................................................................................................ 7 三、关于顾客满意度............................................................................................ 9 第二节 其他理论概述.............................................. 10 一、社会资本理论.............................................................................................. 10 二、顾客价值理论.............................................................................................. 11 三、协同消费理论.............................................................................................. 11 四、感知价值理论.............................................................................................. 12 第三章 模型构建与假设的提出.............................. 13 第一节 理论模型的构建............................................ 13 一、变量的确定.................................................................................................. 13 二、模型的架构......................................................