基于扎根理论的公共自行车公众满意度影响因素研究——以厦门小鱼网网民点评为例

Research on Influencing Factors of Public Satisfaction of Public Bicycle Based on Grounded Theory——Take Xiamen xiaoyu.com as an Example

基于扎根理论,运用Nvivo11.0软件对厦门小鱼网网民公共自行车482条点评数据进行编码,发现了影响公共自行车公众满意度的24个主要因素,据此构建了由"使用期望—预备行为—核心事物体验—配套服务体验—体验感知评价"五个维度构成的公共自行车公众满意度影响因素模型。通过对模型进行分析和解释,提出政府部门应加强引导、加大宣传力度,科学规划并广泛征求公众意见,强化管理与监督、提升服务水平等建议,以期推进公共自行车出行系统良性发展。

Based on grounded theory,this paper uses nvivo11.0 software to code 482 comments on public bicycles of Xiamen xiaoyu.com,finds out 24 main factors affecting public satisfaction of public bicycles,and constructs public satisfaction of public bicycles which is composed of five dimensions of "use expectation preparation behavior core experience supporting service experience experience experience perception evaluation" Influencing factor model.Through the analysis and interpretation of the model,the government should strengthen guidance,increase publicity,scientific planning and widely solicit public opinions,strengthen management and supervision,improve service level and other suggestions,in order to promote the benign development of public bicycle travel system.