新能源汽车公共充电桩消费者满意度研究——基于模糊综合评价的分析

Research on Consumer Satisfaction of New Energy Vehicle Public Charging Pile—Analysis Based on Fuzzy Comprehensive Evaluation

摘要: 新能源汽车及其消费产业的高质量发展离不开广大消费者的支持。文章通过线上问卷调查消费者满意度，并运用模糊综合评价模型进行评价，找出提升用户充电满意度的关键改进因素。研究结果表明：“充电价格”和“充电桩选址”等因素是关键弱势区域，需重点关注并进行改善；“软件服务质量”和“配套服务质量”处于机会区域，可在适当时机进行改进。最后，根据研究结果，给出提升电动汽车用户充电满意度的对策建议。

Abstract: The high-quality development of EV and their consumer industries cannot be separated from the support of consumers. This paper investigates consumer satisfaction through online questionnaires, and uses fuzzy comprehensive evaluation model to evaluate, to find out the key improvement factors to improve user satisfaction with charging. The results show that the factors such as “charging price” and “charging pile location” are key weak areas, which need to be paid attention to and improved; “Quality of Software Service” and “quality of supporting service” are in the opportunity area and can be improved at the right time. Finally, according to the research results, the countermeasures and suggestions to improve the charging satisfaction of EV users are given.