基于顾客满意度的太原市充电桩服务质量研究

Research on Service Quality of Charging Piles in Taiyuan City Based on Customer Satisfaction

公共充电桩是保证新能源汽车行业快速发展的重要基础设施,发现公共充电桩问题并不断改进,才能促进纯电动汽车行业的发展,因此,文章以太原市为例探究顾客对充电桩服务质量的满意度。首先以SERVQUAL理论为调查问卷设计原则,通过SPSS软件对问卷获得的数据进行信效度分析,在数据信效度满足要求的前提下,采用层次分析法对太原市公共充电桩服务质量进行分析。其次建立递阶层次结构模型,构造判断矩阵,通过层次单排序计算各判断矩阵的特征向量Wi和最大特征根λmax,并进行一致性检验,最后得出各评价指标权重。结果表明,太原市公共充电桩服务质量的得分为3.67,整体水平为中等偏上,其中顾客较为注重的指标是分布是否合理、片区充电桩数量和故障检修。

The public charging piles are an important infrastructure to ensure the rapid development of the new energy vehicle industry,and to discovering and improving the problems of public charging piles can promote the development of the battery electric vehicle industry,and therefore,this paper takes Taiyuan city as an example to investigate thoroughly customers'satisfaction with the service quality of charging piles.Firstly,based on the SERVQUAL theory as the design principle of the questionnaire,SPSS software is used to analyze the reliability and validity of the data obtained by the questionnaire,and on the premise that the reliability and validity of the data meets the requirements,the analytic hierarchy process is used to analyze the service quality of public charging piles in Taiyuan city.Then the hierarchical structure model is established,the judgment matrix is constructed,and the characteristic vector Wi and the the largest eigenvalueλmax of each judgment matrix are calculated through hierarchical single ranking,and the consistency test is carried out,and finally the weight of each evaluation index is obtained.The results show that the service quality score of public charging piles in Taiyuan city is 3.67,the overall level is above medium,and the indicators that customers pay more attention to are whether the distribution is reasonable,the number of charging piles in a district and fault maintenance.