Research on Service Quality Evaluation in Shared Bike

Abstract

At present, the competition of share bike area is fierce. Related operators continuously put on bikes in large scale and scope, and crazily subsidize users. Meanwhile, the relevant quality problems have begun to emerge and become increasingly prominent. To make the competition return to rationality, a rapid response service quality evaluation system needs to be built as soon as possible. Based on the analysis of the service process of shared bike and the selection of the evaluation variables of the online and offline service industries, Kano’s model which is more flexible and has wide applicability is selected to evaluate the service quality of shared bike in this paper. The service quality evaluation system includes 11 evaluation variables, to quantify these variables this paper innovatively transformed them into fast quantitative indexes which can help bike operators response to the service quality problems as soon as possible and improve the targeted and effect of the service quality improvement