本文選題：共享單車(chē)　切入點(diǎn)：服務(wù)質(zhì)量評(píng)價(jià)　出處：《長(zhǎng)安大學(xué)》2017年碩士論文　論文類(lèi)型：學(xué)位論文

【摘要】：2016年4月以來(lái),在國(guó)內(nèi)各個(gè)城市出現(xiàn)了共享單車(chē)�；诨ヂ�(lián)網(wǎng)的共享單車(chē)具有便捷、高效等優(yōu)勢(shì)。共享單車(chē)作為短途出行工具,有效地解決了最后一公里以及最先一公里的出行問(wèn)題。隨著共享單車(chē)運(yùn)營(yíng)規(guī)模的擴(kuò)大,也出現(xiàn)了許多服務(wù)質(zhì)量問(wèn)題。為保證共享單車(chē)市場(chǎng)的健康發(fā)展,需要有針對(duì)性的提升服務(wù)質(zhì)量。因此,有必要對(duì)共享單車(chē)進(jìn)行服務(wù)質(zhì)量評(píng)價(jià)。本文在研究國(guó)內(nèi)外相關(guān)文獻(xiàn)的基礎(chǔ)上,結(jié)合SERVQUAL量表與E-S-QUAL量表,從共享單車(chē)的特征及用戶(hù)需求出發(fā),初步建立了包含有形性、可靠性、響應(yīng)性、移情性、保證性、隱私性、經(jīng)濟(jì)性7個(gè)維度和27個(gè)細(xì)化指標(biāo)的評(píng)價(jià)指標(biāo)體系。采用臨界比法、Cronbach's Alpha系數(shù)法、因子分析等方法對(duì)預(yù)調(diào)研數(shù)據(jù)進(jìn)行分析,確定了包含有形性、可靠性、移情性、保證性、隱私性、經(jīng)濟(jì)性6個(gè)維度和21個(gè)細(xì)化指標(biāo)的修正量表。以西安市共享單車(chē)為對(duì)象,設(shè)計(jì)了服務(wù)質(zhì)量調(diào)查問(wèn)卷。在實(shí)際調(diào)研數(shù)據(jù)的基礎(chǔ)上,通過(guò)信效度分析進(jìn)一步驗(yàn)證了評(píng)價(jià)指標(biāo)體系;通過(guò)描述性統(tǒng)計(jì)分析,得出用戶(hù)的滿(mǎn)意度處于中等水平,用戶(hù)偏年輕化;為研究不同受訪(fǎng)者屬性特征對(duì)于滿(mǎn)意度的影響,基于人口特征、出行特征進(jìn)行單因素方差分析,得出學(xué)歷以及尋找車(chē)輛時(shí)間的不同對(duì)整體滿(mǎn)意度影響顯著;基于滿(mǎn)意度數(shù)據(jù)計(jì)算偏相關(guān)系數(shù)代替自述重要性,進(jìn)行IPA定位及服務(wù)評(píng)價(jià),得出優(yōu)先改進(jìn)要素為信用積分、車(chē)輛易于尋找、車(chē)輛定位、押金退還。建議從完善信用積分制度、完善技術(shù)功能、改進(jìn)押金制度、合理投放車(chē)輛、保證車(chē)輛的完好率等方面進(jìn)一步改進(jìn)共享單車(chē)服務(wù)。
[Abstract]:Since April 2016, shared bikes have emerged in various cities in China. Internet-based shared bikes have the advantages of convenience and efficiency. Shared bikes are used as short distance travel tools. It has effectively solved the travel problem of the last kilometer and the first kilometer. With the expansion of the scale of the shared bicycle operation, there have also appeared many problems of service quality. In order to ensure the healthy development of the shared bicycle market, Therefore, it is necessary to evaluate the service quality of shared bicycle. Based on the study of relevant literature at home and abroad, this paper combines SERVQUAL scale and E-S-QUAL scale, starting from the characteristics of shared bicycle and the needs of users. An evaluation index system including 7 dimensions of materiality, reliability, responsiveness, empathy, assurance, privacy, economy and 27 detailed indexes is established. The critical ratio method and Cronbachs Alpha coefficient method are used. Factor analysis and other methods are used to analyze the pre-survey data, and a modified scale including six dimensions of materiality, reliability, empathy, assurance, privacy, economy and 21 detailed indexes is determined. Taking bicycle sharing in Xi'an as an object, On the basis of the actual survey data, the evaluation index system is further verified by reliability and validity analysis, and through descriptive statistical analysis, it is concluded that the satisfaction degree of users is in the medium level and the users are younger. In order to study the effect of different interviewees' attribute characteristics on satisfaction, based on population characteristics and travel characteristics, univariate ANOVA was carried out, and it was concluded that different degrees of schooling and time to find vehicles had a significant impact on overall satisfaction. Based on the satisfaction data, the partial correlation coefficient is calculated instead of the self-stated importance, and the IPA positioning and service evaluation are carried out. It is concluded that the priority improvement elements are credit score, vehicle easy to find, vehicle positioning, deposit refund. Improve the technical function, improve the deposit system, reasonable vehicle delivery, ensure vehicle integrity and other aspects to further improve the sharing of bicycle services.
【學(xué)位授予單位】：長(zhǎng)安大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2017
【分類(lèi)號(hào)】：F724.6;F572

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