基于服务质量满意度的共享单车三方协同治理实证研究

Empirical Study on Tripartite Collaborative Management of Shared Bicycle Based on Service Quality Satisfaction

共享单车在方便公众出行的同时,存在着诸如车辆随机停放、缺乏用户行为监控以及无法卫星定位等问题,影响了共享单车的服务质量,降低用户满意度。基于对用户体验后的满意度实证研究显示:公共设施服务质量、线上运营服务质量、线下运营服务质量以及行为监管服务质量对共享单车服务质量的提升都具有一定的影响作用。继而,提出了共享单车三方协同治理对策,以进一步推进城市现代交通体系建设。

The appearance of shared bikes facilitates people’s trip,but at the same time some problems such as random parking,lack of regulation and failing to locate with satellites,have been popping up along with its development.These problems also affect the service quality,which reduces the satisfaction of users.After the investigation of the customer satisfaction,the results show that the public facility service quality,online operation service quality,offline operation service quality and behavior supervision service quality all have certain influence on the improvement of shared-bikes service quality.Then,a three-party cooperative management scheme of shared bicycle is put forward,aiming at promoting the construction of modern urban transportation system.