MOBI-Qual: a common framework to manage the product-service system quality of shared mobility

Abstract

AbstractShared mobility is transforming urban transportation. The increasing demand for more efficient and sustainable transportation options has driven the growth of the shared mobility sector, attracting operators ranging from new entrants to traditional manufacturers looking to diversify their markets. Despite its popularity, there is currently a lack of tools to support the design and management of the quality of shared mobility. Seeking to contribute towards bridging this gap, this paper presents a comprehensive quality framework, refereed as MOBI-Qual. MOBI-Qual was developed using a bottom-up approach, wherein quality determinants were defined based on an extensive analysis of digital Voice-of-Customer data, specifically customer review. A topic modelling algorithm was utilized to extract the quality determinants for the most prevalent shared mobility modes. Following this, a common framework was established through a comparison of these quality determinants. The proposed framework comprises eleven quality determinants that comprehensively cover various aspects of shared mobility.