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1、AdvancesinSocialSciences社会科学前沿,2017,6(8),1084-1093PublishedOnlineAugust2017inHans.http://www.hanspub.org/journal/asshttps://doi.org/10.12677/ass.2017.68156AStudyonCustomerSatisfactionModelofSharedCyclingBingWu,SiqiChenSchoolofEconomicsandManagement,TongjiUniversity,ShanghaistthndReceived
2、:Aug.1,2017;accepted:Aug.15,2017;published:Aug.22,2017AbstractAsatypicalSharedEconomicmodel,SharingCyclethatemergedin2016hasmanyproblemsinmanagementandoperation,butfewstudieshavebeentouchedonthisfield.BasedonAmericanCustomerSatisfactionIndex(ACSI)model,combinedwiththefeatureoftheSharedCy
3、cling,twovariablesintheACSI:customerexpectationsandperceptionqualitywerereplacedwithAPPUsingExperiences,SharedCyclingUseExperiencesandSocialFactorstoestablishtheSharedCyclingCustomerSatisfactionmodel.Throughthequestionnaireinvestigation,478validquestionnaireswerecollectedfordataanalysisa
4、ndempiricalresearchbyusingSPSS20.0andAmos22.0.Consis-tentwiththeresearchhypotheses:1)APPUsingExperienceshasasignificantpositiveeffectonSharedCyclingUseExperiences;2)SocialFactorshavesignificantpositiveeffectsonAPPUsingExperiences;3)SocialFactorshavesignificantpositiveeffectsonSharedCycli
5、ngUseExperiences;4)SocialFactorshavesignificantpositiveeffectsonthecustomerperceivedvalue;5)SharedCycl-ingUseExperienceshasasignificantpositiveeffectonthecustomerperceivedvalue;6)Theper-ceivedvaluehassignificantpositiveinfluenceonthecustomersatisfaction;7)Customersatisfac-tionhasasignifi
6、cantpositiveeffectonthecustomerloyalty;8)Customersatisfactionhasasignif-icantnegativeeffectonthecustomercomplain;9)Customercomplainhasasignificantnegativeeffectonthecustomerloyalty.Inconsistentwiththeresearchhypotheses:1)APPUsingExperienceshasnoinfluenceonthecustomerperceivedvalue;2)APPU
7、singExperienceshasnoinfluenceonthecustomersatisfaction;3)Thesocialinfluencehasnoeffectonthecustomersatisfaction.KeywordsSharedCycling,SharingEconomy,CustomerSatisfaction,PerceivedValue,CustomerLoyalty共享单车顾客满意度模型研究吴冰，陈斯琪同济大学经济与管理学院，上海文章引用:吴冰,陈斯琪.共享单车顾客满意度模型研究[J].社会科学前沿,201
