城市轨道交通站点无桩式共享单车服务质量评价研究

Evaluation Study on Service Quality of Dockless Shared Bicycle at Urban Rail Transit Stations

摘要: 共享单车凭借其随取随用、灵活轻便、按需使用的出行的特点，吸引了大批使用者，是解决居民出行最后一公里问题的有效方式，在一定程度上成为城市轨道交通工具的“接驳者”。本文以SERVQUAL模型为基础，结合无桩式共享单车行业的特点，新增经济性和隐私性，从七个维度构建北京市H单车城市轨道交通站点无桩式共享单车服务质量评价体系，并根据调查分析，发现H单车服务质量有待提高，并针对性地提出了改善策略。

Abstract: The shared bicycle has attracted a large number of users by virtue of its characteristics of random, flexible and light, on-demand travel. It is an effective way to solve the problem of the last kilometer of residents’ travel, and to a certain extent, it has become the “connector” of urban rail transit. Based on the SERVQUAL model, this paper combines the characteristics of the dockless shared bicycle industry, adds economy and privacy, and constructs the service quality evaluation system of dockless shared bicycles in Beijing H bicycle urban rail transit station from seven dimensions. According to the investigation and analysis, it is found that the service quality of H bicycles needs to be improved, and the improvement strategy is put forward.