在网络APP新兴媒介平台支持下，网约车服务业蓬勃发展。本研究对网约车APP的用户满意度的影响因素进行研究，研究结果显示用户期望、感知有用性、感知易用性、感知安全性、感知稳定性、感知可靠性对感知价值有显著正向影响；感知价值对顾客满意度有显著正向影响；顾客满意度对顾客忠诚度有显著正向影响。因此，建议网约车APP应树立良好社会形象、提升用户体验、提升APP系统性能、建立行业数据互通体系。

关键字：网约车APP、感知价值、用户满意度、用户忠诚度

With the support of the emerging media platform of online APP, the online car Hailing service industry is booming. This article studies the influencing factors of user satisfaction of online car Hailing APP. The results show that user expectation, perceived usefulness, perceived ease of use, perceived security, perceived stability and perceived reliability have a significant positive impact on perceived value; Perceived value has a significant positive impact on customer satisfaction; Customer satisfaction has a significant positive impact on customer loyalty. Therefore, it is suggested that the online car Hailing APP should establish a good social image, improve the user experience, advance the performance of the APP system, and establish the industry data interoperability system.

Keywords: Online Car Hailing APP, Perceived Value, User Satisfaction, User Loyalty