Research On The Service Evaluation Of Sharing Bicycle Based On IPA

Since April 2016,sharing bicycle appeared in various cities in china.Internet based sharing bicycle has the advantages of convenience,high efficiency,etc.As a short-distance travel tool,the sharing bicycle can effectively solve the problem of the last mile and the first kilometer.With the expansion of the scale of the sharing bicycle,there are many problems in the quality of service.In order to ensure the healthy development of the market,we need to improve the quality of service.Therefore,it is necessary to evaluate the service quality of the sharing bicycle.This paper analyzes relevant literature,combined with the SERVQUAL scale and E-S-QUAL scale,starting from the characteristics and customer requirements of sharing bicycle,then establishes the evaluation index system,including tangibles,reliability,responsiveness,empathy,assurance,privacy,economy of 7 dimensions and 27 indicators.Using the method of critical ratio,Cronbach's Alpha coefficient and factor analysis to analyze the pre survey data,this paper determines the tangibles,reliability,empathy,assurance,privacy,economy of 6 dimensions and 21 indicators.This paper designs a questionnaire of service quality about Xi'an city.Based on the actual survey data,through the analysis of reliability and validity,this paper verifies the evaluation index system.Through descriptive statistical analysis,this paper found that the user satisfaction is in the middle level and most of users are young.Using ANOVA analysis calculate the effect of demographic characteristics and travel characteristics of satisfaction,this paper works out that different degree and different bicycle search time has a significant influence on the overall satisfaction.Based on the satisfaction date,this paper calculates partial correlation coefficient to replace self-reported importance,and then applies IPA to evaluate the serve quality of Xi'an,extracted 4 key elements to improve,including the credit system,accessibility of bicycle,positional accuracy,the deposit refund.On the basis of diagnose,this paper put forward the advice of improving the credit system,the technical,the deposit system;controlling the number of bicycles and the damage rate.