A decision framework for improving the service quality of charging stations based on online reviews and evolutionary game theory

Abstract

With “charging anxiety” gradually replacing “range anxiety” as the major obstacle for consumers to purchase electric vehicles (EVs), the quantity-driven rather than quality-driven charging station development model barely meets the development of the EV market. It is of great practical significance that a comprehensive and in-depth insight into charging stations’ customer requirements (CRs) to uncover their pain points and improvement measures. Therefore, this study develops a decision framework for improving EV charging service quality based on quality function deployment (QFD). First, CRs are extracted based on charging station online reviews and classified by the revised importance performance analysis (IPA) method to identify the charging service’s main highlights and pain points. Then, the process of achieving consensus among experts on evaluating the correlation between CRs and service design requirements (DRs) is considered as an evolutionary game of coalition, with a meritocratic Fermi rule considering affinities (MFA) being introduced. Finally, the importance of DRs is determined by combining the Shapley value and risk aversion theory. The results indicate that regulation and convenience are the main highlights of charging stations to satisfy EV users, while reliability and assurance are primary pain points. The charging station operators should prioritize their limited resources on providing efficient customer and maintenance services, installing charging stations with international standards, and regularly inspecting and updating charging infrastructures. This study is beneficial for charging station operators to understand what customers want and how to satisfy them.