The Factors enhancing the user satisfaction of electric bicycle-sharing system around Kunning, Yunnan Province, China

Abstract

Transportation pollution is a significant issue, prompting the Chinese government to promote energy-saving, emission reduction, and green travel initiatives. Shared E- bikes, a key aspect of the sharing economy, have improved urban mobility and resource utilization. Kunming has the potential to become a vital economic link between China and Southeast Asia, but user satisfaction is essential for the growth of its E-bike sharing system. While users appreciate the convenience and environmental benefits, research on satisfaction in Kunming is limited. This study addresses the environmental pollution challenge and applies Parasuraman’s SERVQUAL Model to assess factors influencing E-bike sharing satisfaction in Kunming. Utilizing the city's population density, the author conducted online and offline surveys, yielding 385 valid responses. The study examines five dimensions: tangibles, reliability, responsiveness, assurance, and empathy, with respondents rating their satisfaction from one to five stars. Through Ordered Logit and Probit regression analyses, as well as other statistical methods, the study identifies ten factors significantly impacting overall satisfaction. Users prioritize aspects tangibles, reliability, responsiveness, assurance and empathy. To enhance user satisfaction, E-bike sharing companies should focus on improving these areas, with specific recommendations outlined in the paper.