共享单车使用者满意度调查研究——基于摩拜与小黄车对比实证分析
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摘要
用户满意度是影响客户选择的重要因素,如何稳定客源,增强用户粘性是当今各大单车企业关注的重点问题。本文试图构建共享单车顾客满意度的评价指标体系,并且评价体系包含4个共享单车满意度的影响因素:自身体验性、用户成本、用车便利性、沟通性。在此基础上设计共享单车满意度调查问卷,对比分析小黄车和摩拜的使用情况,分析了共享单车存在的问题并提出相应的建议。
User satisfaction is an important factor affecting customer choice. How to stabilize customer sources and enhance user stickiness is a key issue for today's major bicycleompanies. This paper attempts to build an evaluation index system for shared bicycle customer satisfaction, and the evaluation system includes four factors affecting the satisfactionof shared bicycles: selfexperience, user cost,car convenience and communication. On this basis, the shared bicycle satisfaction questionnaire was designed to compare and analyze the usage of ofo and Mobike, and the problems of shared bicycles were analyzed and corresponding suggestions were put forward.
User satisfaction is an important factor affecting customer choice. How to stabilize customer sources and enhance user stickiness is a key issue for today's major bicycleompanies. This paper attempts to build an evaluation index system for shared bicycle customer satisfaction, and the evaluation system includes four factors affecting the satisfactionof shared bicycles: selfexperience, user cost,car convenience and communication. On this basis, the shared bicycle satisfaction questionnaire was designed to compare and analyze the usage of ofo and Mobike, and the problems of shared bicycles were analyzed and corresponding suggestions were put forward.
引文
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[4]贺佳雯.共享单车“黄橙大战”[J].中国经济信息,2016(20):58-61.
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[7]吴莹.基于顾客感知价值的共享单车满意度研究[D].四川师范大学,2018.
[8]朱永康.共享单车满意度调查设计与分析[J].时代汽车,2018(10):41.
[9]林嘉立,郭君默,郑开焰.大学生共享单车使用满意度实证研究——基于福州大学城ofo共享单车调查数据[J].福建江夏学院学报,2018(2):3.
[10]张依依,张玮麟.最后一公里的困惑——共享单车满意度提升策略研究[J].市场周刊(理论研究),2018(2):44.
[2]李敏莲.共享单车市场调研与分析[J].财经界(学术版),2017,5:121-123.
[3]李琨浩.基于共享经济视角下城市共享单车发展对策研究[J].城市,2017,3:66-69.
[4]贺佳雯.共享单车“黄橙大战”[J].中国经济信息,2016(20):58-61.
[5]周敏.摩拜对决ofo:共享单车“火”了[J].沪港经济,2016(11):18-24.
[6]周思萌.共享单车使用者满意度的影响因素研究——以昆明市为例[J].物流技术,2017,36(04):35-39.
[7]吴莹.基于顾客感知价值的共享单车满意度研究[D].四川师范大学,2018.
[8]朱永康.共享单车满意度调查设计与分析[J].时代汽车,2018(10):41.
[9]林嘉立,郭君默,郑开焰.大学生共享单车使用满意度实证研究——基于福州大学城ofo共享单车调查数据[J].福建江夏学院学报,2018(2):3.
[10]张依依,张玮麟.最后一公里的困惑——共享单车满意度提升策略研究[J].市场周刊(理论研究),2018(2):44.