基于SERVQUAL模型的城市共享单车服务质量评价方法

Service Quality Evaluation Method of Urban Bike-sharing Based on SERVQUAL Model

共享单车是解决居民出行最后一公里问题的有效方式。基于SERVQUAL模型。构建共享单车服务质量评价指标体系和评价模型。以哈啰单车为例,对共享单车服务质量进行了定量评价,并找出共享单车服务质量的现存问题、提出针对性改善策略。研究结果可为城市共享单车服务质量提升提供科学依据。

Bike-sharing is an effective way to solve the problem of the last kilometer for resident trip.Evaluation index system and evaluation model of bike-sharing service quality are constructed based on SERVQUAL model.Taking the Hellobike as an example,the service quality of bike-sharing is evaluated quantitatively.According to the evaluation,the problems which influence the service quality are identified and some countermeasures are put forward.The research result is helpful for improving the service quality of urban bike-sharing.