共享单车顾客体验的影响因素实证研究——以长沙市为例

The Empirical Study on the Influencing Factors of the Sharing Bicycle Customer Experience——Taking Changsha City as an Example

共享单车解决了市民出行最后"一公里"的难题,是绿色出行的重要方式。面对共享单车企业数量迅速增加的现状,企业如何有效提升顾客体验是其生存发展的关键问题。顾客使用共享单车的整体感受可分为情感体验、经济体验和社交体验,而影响共享单车顾客体验的因素为车辆状况、程序使用状况、公司运营状况、资费等。分析影响共享单车顾客体验的主要因素,可以促进企业完善发展共享单车的对策措施。

Sharing bicycles solve the problem of the last ＂one mile＂ of public transportation and is animportant way of green travel. Facing the rapid increase of the number of sharing bicycle enterprises, how toimprove effectively the customer experience is the key problem of its survival and development. Feeling ofcustomers using the sharing bicycle is divided into three dimensions： emotional experience, economic experienceand social experience, and factors affecting sharing bicycles customer experience include four aspects： bicycleconditions, program using conditions, the company operating conditions, using charges.