本文選題：共享單車　切入點(diǎn)：服務(wù)質(zhì)量評價　出處：《長安大學(xué)》2017年碩士論文　論文類型：學(xué)位論文

【摘要】：2016年4月以來,在國內(nèi)各個城市出現(xiàn)了共享單車�；诨ヂ�(lián)網(wǎng)的共享單車具有便捷、高效等優(yōu)勢。共享單車作為短途出行工具,有效地解決了最后一公里以及最先一公里的出行問題。隨著共享單車運(yùn)營規(guī)模的擴(kuò)大,也出現(xiàn)了許多服務(wù)質(zhì)量問題。為保證共享單車市場的健康發(fā)展,需要有針對性的提升服務(wù)質(zhì)量。因此,有必要對共享單車進(jìn)行服務(wù)質(zhì)量評價。本文在研究國內(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,從共享單車的特征及用戶需求出發(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個維度和27個細(xì)化指標(biāo)的評價指標(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個維度和21個細(xì)化指標(biāo)的修正量表。以西安市共享單車為對象,設(shè)計了服務(wù)質(zhì)量調(diào)查問卷。在實(shí)際調(diào)研數(shù)據(jù)的基礎(chǔ)上,通過信效度分析進(jìn)一步驗(yàn)證了評價指標(biāo)體系;通過描述性統(tǒng)計分析,得出用戶的滿意度處于中等水平,用戶偏年輕化;為研究不同受訪者屬性特征對于滿意度的影響,基于人口特征、出行特征進(jìn)行單因素方差分析,得出學(xué)歷以及尋找車輛時間的不同對整體滿意度影響顯著;基于滿意度數(shù)據(jù)計算偏相關(guān)系數(shù)代替自述重要性,進(jìn)行IPA定位及服務(wù)評價,得出優(yōu)先改進(jìn)要素為信用積分、車輛易于尋找、車輛定位、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、合理投放車輛、保證車輛的完好率等方面進(jìn)一步改進(jìn)共享單車服務(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】：長安大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2017
【分類號】：F724.6;F572

【參考文獻(xiàn)】

相關(guān)期刊論文 前10條

1 周國華;;“摩拜單車”的創(chuàng)新啟發(fā)[J];中外企業(yè)文化;2016年12期

2 侯振興;朱慶華;袁勤儉;;基于交互視角的O2O電子商務(wù)服務(wù)質(zhì)量評價研究[J];情報科學(xué);2016年09期

3 沈蕾;羅楚;高晗;;新常態(tài)下旅游目的地品牌體驗(yàn)的IPA分析范式[J];華東經(jīng)濟(jì)管理;2016年01期

4 吳寶泰;蔣麗芹;;城市公共自行車系統(tǒng)公眾滿意度評價體系構(gòu)建[J];現(xiàn)代商貿(mào)工業(yè);2013年19期

5 潘海嘯;薛松;趙婷;;多模式平衡交通體系的構(gòu)建——自行車與軌道交通間的換乘[J];現(xiàn)代城市研究;2012年09期

6 潘海嘯;;中國城市自行車交通政策的演變與可持續(xù)發(fā)展[J];城市規(guī)劃學(xué)刊;2011年04期

7 潘海嘯;湯婛;麥賢敏;牟玉江;;公共自行車交通發(fā)展模式比較[J];城市交通;2010年06期

8 王志高;孔U，

本文編號：1629583