基于IPA的共享单车服务质量评价研究

发布时间：2018-03-18 12:29

本文选题：共享单车　切入点：服务质量评价　出处：《长安大学》2017年硕士论文　论文类型：学位论文

【摘要】：2016年4月以来,在国内各个城市出现了共享单车。基于互联网的共享单车具有便捷、高效等优势。共享单车作为短途出行工具,有效地解决了最后一公里以及最先一公里的出行问题。随着共享单车运营规模的扩大,也出现了许多服务质量问题。为保证共享单车市场的健康发展,需要有针对性的提升服务质量。因此,有必要对共享单车进行服务质量评价。本文在研究国内外相关文献的基础上,结合SERVQUAL量表与E-S-QUAL量表,从共享单车的特征及用户需求出发,初步建立了包含有形性、可靠性、响应性、移情性、保证性、隐私性、经济性7个维度和27个细化指标的评价指标体系。采用临界比法、Cronbach's Alpha系数法、因子分析等方法对预调研数据进行分析,确定了包含有形性、可靠性、移情性、保证性、隐私性、经济性6个维度和21个细化指标的修正量表。以西安市共享单车为对象,设计了服务质量调查问卷。在实际调研数据的基础上,通过信效度分析进一步验证了评价指标体系;通过描述性统计分析,得出用户的满意度处于中等水平,用户偏年轻化;为研究不同受访者属性特征对于满意度的影响,基于人口特征、出行特征进行单因素方差分析,得出学历以及寻找车辆时间的不同对整体满意度影响显著;基于满意度数据计算偏相关系数代替自述重要性,进行IPA定位及服务评价,得出优先改进要素为信用积分、车辆易于寻找、车辆定位、押金退还。建议从完善信用积分制度、完善技术功能、改进押金制度、合理投放车辆、保证车辆的完好率等方面进一步改进共享单车服务。
[Abstract]:Since April 2016, shared bikes have emerged in various cities in China. Internet-based shared bikes have the advantages of convenience and efficiency. Shared bikes are used as short distance travel tools. It has effectively solved the travel problem of the last kilometer and the first kilometer. With the expansion of the scale of the shared bicycle operation, there have also appeared many problems of service quality. In order to ensure the healthy development of the shared bicycle market, Therefore, it is necessary to evaluate the service quality of shared bicycle. Based on the study of relevant literature at home and abroad, this paper combines SERVQUAL scale and E-S-QUAL scale, starting from the characteristics of shared bicycle and the needs of users. An evaluation index system including 7 dimensions of materiality, reliability, responsiveness, empathy, assurance, privacy, economy and 27 detailed indexes is established. The critical ratio method and Cronbachs Alpha coefficient method are used. Factor analysis and other methods are used to analyze the pre-survey data, and a modified scale including six dimensions of materiality, reliability, empathy, assurance, privacy, economy and 21 detailed indexes is determined. Taking bicycle sharing in Xi'an as an object, On the basis of the actual survey data, the evaluation index system is further verified by reliability and validity analysis, and through descriptive statistical analysis, it is concluded that the satisfaction degree of users is in the medium level and the users are younger. In order to study the effect of different interviewees' attribute characteristics on satisfaction, based on population characteristics and travel characteristics, univariate ANOVA was carried out, and it was concluded that different degrees of schooling and time to find vehicles had a significant impact on overall satisfaction. Based on the satisfaction data, the partial correlation coefficient is calculated instead of the self-stated importance, and the IPA positioning and service evaluation are carried out. It is concluded that the priority improvement elements are credit score, vehicle easy to find, vehicle positioning, deposit refund. Improve the technical function, improve the deposit system, reasonable vehicle delivery, ensure vehicle integrity and other aspects to further improve the sharing of bicycle services.
【学位授予单位】：长安大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F724.6;F572

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