摘要
为更好地促进电动汽车租赁产业发展,企业必须长期保证顾客忠诚。现有研究未能得到顾客感知价值和顾客忠诚之间的增值路径和影响因素,难以实现租赁服务系统优化。因此,面向顾客感知价值、顾客信任、计划行为和顾客忠诚等关键要素建立电动汽车租赁服务多维度测量模型以及路径假设模型。随后,利用因子分析法验证问卷数据具有良好的信度和效度。最后,采用结构方程模型路径分析处理数据并得出驱动顾客忠诚的影响因素和增值路径。结果显示顾客感知价值正向提高顾客信任,积极驱动计划行为,最终促进顾客忠诚。该研究有助于提高电动汽车租赁服务顾客忠诚度,促进城市治理,为企业提供决策支持和服务优化方向。
The rental service of electric vehicles(EVs)has attracted considerable attention due to its unique advantages such as environmental protection and convenience.To better provide service,companies must maintain long-term customer loyalty(CL).Existing research mainly clarifies the relationship between customer perceived value(CPV)and CL,and fails to optimize the rental service system.First,multi-dimensional measurement models and path hypothetical models of customer perceived value(CPV),customer trust(CT),planned behavior(PB)and CL are established.Then,factor analysis is used to verify that the questionnaire data has good reliability and validity.Finally,the path analysis of structural equation modeling(SEM)is used to derive the main factors and value-added paths that drive CL in EV rental service.The results show that CPV in rental service of EVs effectively improves CT,actively drives PB,and ultimately plays a positive role in CL.This study can improve CL of EV rental service,promote the urban governance and provide companies with decision support and service optimization direction.
作者
郭鹏
苗瑞
胡昊
江志斌
GUO Peng;MIAO Rui;HU Hao;JIANG Zhibin(School of Mechanical Engineering,Shanghai Jiao Tong University,Shanghai 200240,China;State Key Laboratory of Ocean Engineering(Shanghai Jiao Tong University),Shanghai Jiao Tong University,Shanghai 200240,China;China Institute for Urban Governance,Shanghai Jiao Tong University,Shanghai 200030,China;School of Naval Architecture,Ocean&Civil Engineering,Shanghai Jiao Tong University,200240,China;Antai College of Economics&Management,Shanghai Jiao Tong University,Shanghai 200030,China)
出处
《工业工程》
北大核心
2022年第2期95-104,共10页
Industrial Engineering Journal
基金
国家自然科学基金面上资助项目(71971139)。
关键词
电动汽车租赁服务
顾客感知价值
顾客忠诚
增值路径
因子分析
结构方程模型
城市治理
electric vehicle rental service
customer perceived value
customer loyalty
value-added path
factor analysis
structural equation modeling
urban governance
