Title: Customer satisfaction analysis in bike sharing

Authors: Dejun Xie; Rongjia Wang; Jianchang Li; Si Shen; Wei Zhou; Li Xie

Addresses: Department of Mathematical Science, Xi'an Jiaotong-Liverpool University, Suzhou, Jiangsu, China ' Department of Mathematical Science, Xi'an Jiaotong-Liverpool University, Suzhou, Jiangsu, China ' Department of Mathematical Science, Xi'an Jiaotong-Liverpool University, Suzhou, Jiangsu, China ' Department of Mathematical Science, Xi'an Jiaotong-Liverpool University, Suzhou, Jiangsu, China ' School of Software, Yunnan University, Kunming, Yunnan, China ' International Business School Suzhou, Xi'an Jiaotong-Liverpool University, Suzhou, Jiangsu, China

Abstract: Dockless bike-sharing is popular in China as it provides users with a sustainable and environment-friendly way to travel. Establishing a long-term profit model for the dockless bike-sharing industry is essential for the operators. This research estimates the factors that can improve user satisfaction, which is positively correlated with rental profit. The data, collected by online questionnaires, was analysed through exploratory factor analysis and confirmatory factor analysis to establish an appropriate structural equation model between these factors and user satisfaction. The results show a strong positive relationship between dockless bike-sharing, service, marketing strategy and user satisfaction, while a robust negative relationship is identified between unfavourable general effects and user satisfaction. Furthermore, the moderating effect between general effects and the dependent variable caused by dockless bike-sharing use was verified. Finally, the suppressing effect between marketing strategy and user satisfaction was confirmed.

Keywords: bike-sharing; user satisfaction; exploratory factor analysis; confirmatory factor analysis; sharing economy; AMOS.

DOI: 10.1504/IJGE.2022.125557

International Journal of Green Economics, 2022 Vol.16 No.1, pp.36 - 55

Received: 20 Oct 2021
Accepted: 05 Apr 2022
Published online: 14 Sep 2022 *

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