主办：陕西省汽车工程学会
ISSN 1671-7988  CN 61-1394/TH
创刊：1976年
汽车实用技术

汽车实用技术 ›› 2024, Vol. 49 ›› Issue (15): 9-13.DOI: 10.16638/j.cnki.1671-7988.2024.015.002

• 新能源汽车 • 上一篇    

基于顾客满意度的太原市充电桩服务质量研究

汤秀佳，谷志朋，午晓玲，吴立明   

  1. 太原学院 机电与车辆工程系，山西 太原 030032
  • 发布日期:2024-08-12
  • 通讯作者: 汤秀佳
  • 作者简介:汤秀佳（1996－），女，硕士，助教，研究方向为交通运输，E-mail:txj9681@163.com。
  • 基金资助:
    山西省高等学校科技创新计划项目 汽车空调风机多元耦合仿生降噪机理研究（2023L387）。

Research on Service Quality of Charging Piles in Taiyuan City Based on Customer Satisfaction

TANG Xiujia, GU Zhipeng, WU Xiaoling, WU Liming   

  1. Department of Electromechanical and Vehicle Engineering, Taiyuan University, Taiyuan 030032, China
  • Published:2024-08-12
  • Contact: TANG Xiujia

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摘要： 公共充电桩是保证新能源汽车行业快速发展的重要基础设施，发现公共充电桩问题并 不断改进，才能促进纯电动汽车行业的发展，因此，文章以太原市为例探究顾客对充电桩服 务质量的满意度。首先以 SERVQUAL 理论为调查问卷设计原则，通过 SPSS 软件对问卷获得 的数据进行信效度分析，在数据信效度满足要求的前提下，采用层次分析法对太原市公共充 电桩服务质量进行分析。其次建立递阶层次结构模型，构造判断矩阵，通过层次单排序计算 各判断矩阵的特征向量 Wi 和最大特征根 λmax，并进行一致性检验，最后得出各评价指标权重。 结果表明，太原市公共充电桩服务质量的得分为 3.67，整体水平为中等偏上，其中顾客较为 注重的指标是分布是否合理、片区充电桩数量和故障检修。

关键词: 公共充电桩；服务质量；层次分析法；信度；效度

Abstract: The public charging piles are an important infrastructure to ensure the rapid development of the new energy vehicle industry, and to discovering and improving the problems of public charging piles can promote the development of the battery electric vehicle industry, and therefore, this paper takes Taiyuan city as an example to investigate thoroughly customers' satisfaction with the service quality of charging piles. Firstly, based on the SERVQUAL theory as the design principle of the questionnaire, SPSS software is used to analyze the reliability and validity of the data obtained by the questionnaire, and on the premise that the reliability and validity of the data meets the requirements, the analytic hierarchy process is used to analyze the service quality of public charging piles in Taiyuan city. Then the hierarchical structure model is established, the judgment matrix is constructed, and the characteristic vector Wi and the the largest eigenvalue λmax of each judgment matrix are calculated through hierarchical single ranking, and the consistency test is carried out, and finally the weight of each evaluation index is obtained. The results show that the service quality score of public charging piles in Taiyuan city is 3.67, the overall level is above medium, and the indicators that customers pay more attention to are whether the distribution is reasonable, the number of charging piles in a district and fault maintenance.

Key words: Public charging piles; Service quality; Analytic hierarchy process; Reliability; Validity