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| 基于扎根理论的新能源汽车客户满意度影响因素研究——以比亚迪、蔚来为例 |
| Research on Influencing Factors of Customer Satisfaction of New Energy Vehicles Based on the Grounded Theory--Taking BYD and NIO as Examples |
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| DOI： |
| 中文关键词: 新能源汽车；扎根理论；客户满意度；比亚迪；蔚来 |
| 英文关键词: new-energy vehicles; the Grounded Theory; customer satisfaction; BYD; NIO |
| 基金项目: |
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| 摘要点击次数: 930 |
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| 中文摘要: |
| 相比传统汽车，新能源汽车行业起步较晚，在车主的体验感和满意度方面尚存在一些问题。论文以懂车帝APP车友圈中比亚迪和蔚来车主的在线评论为原始数据，运用扎根理论构建比亚迪、蔚来新能源汽车客户满意度影响因素模型，并从提升产品品质、提供完备高效服务、建立合理价格机制、营造舒适心理反馈、增强环境适应能力、完善应对政策措施方面提出提高新能源汽车客户满意度的建议。 |
| 英文摘要: |
| Compared with traditional cars, the new-energy vehicle industry started relatively late. There are still some problems in car owners’ experience and satisfaction. The paper takes the online reviews of BYD and NIO car owners in the APP of Understanding Cars as raw data, and uses the Grounded Theory to construct a model of influencing factors on customer satisfaction of BYD and NIO new energy vehicles. Suggestions for the improvement of satisfaction of new-energy vehicle customers from the following aspects: enhancing product quality, providing complete and efficient services, establishing a reasonable price mechanism, creating comfortable psychological feedback, increasing environmental adaptability and improving response policies and measures. |
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