基于层次分析的共享单车用户满意度影响因素

用户满意度已成为决定共享单车企业竞争力的重要因素。为了给企业提供优化产品和服务的理论依据,有必要探究影响共享单车用户满意度的相关因素及其重要程度。在文献分析和问卷调查的基础上提取关键因素,构建层次结构模型,利用层次分析法综合评估各因素权重排序和品牌差异。结果表明,安全性因素的影响程度最高,单车完好程度、单车寻找难度、骑行舒适度是用户最关心的三个因素。最后基于研究结果为共享单车企业提出四方面建议。

Influencing Factors of the Satisfaction of Bike-Sharing Users Based on Analytic Hierarchy Process

User satisfaction has become an important factor in determining the competitiveness of bike-sharing enterprises. In order to provide theoretical basis for bike-sharing enterprises to optimize their products and services, it is necessary to explore the relevant factors that affect the satisfaction of bike-sharing users and the importance of these factors. Firstly, key factors were extracted from literature analysis and questionnaire surveys,and on the basis, a hierarchical structure model was constructed . Next, the weight ranking of each factor and the differences among the three brands based on Analytic Hierarchy Process(AHP) were comprehensively evaluated. The results show that safety factors have the highest degree of influence. In addition, bicycle condition, difficulty in finding bicycles, and riding comfort are the top three factors that users are most concerned about. Finally,four suggestions are put forward for bike-sharing enterprises based on the research findings.