摘要
顺风车作为低碳出行方式有助于“双碳”目标的实现,为确定能有效提升用户满意度的顺风车平台设计要求,首先通过问卷调查提取二级用户需求,运用Kano模型将用户需求分类并求得需求重要度。然后,结合质量功能展开(Quality Function Deployment,QFD)分析得出12项顺风车平台的功能设计要求,构建用户需求与平台设计要求的关系矩阵并确定各项设计要求的重要度排序。研究结果显示,重要度最高的3个用户需求为:希望有固定的拼友和司机、司机和乘客可双向选择、希望同乘的司机和乘客有较高的素质和信用;最关键的设计要求为“通勤圈”(社群小组)、双向选择与双向互评打分。最后,建议顺风车平台加入社群资讯功能,形成双向选择、双向互评机制,从而增加用户的使用意愿和满意度。
As a low-carbon travel mode,ride-sharing helps to achieve carbon peaking and carbon neutrality goals.In order to determine the effective functional design for the ride-sharing platform to improve user satisfaction,firstly,the secondary needs of users were extracted through a questionnaire survey,and the Kano model was used to classify the user needs and obtain the importance of the needs.Then,combined with QFD(Quality Function Deployment),12 functional designs of the ride-sharing platform were concluded,the relationship matrix between the user needs and the design requirements was constructed,and the importance order of each design requirement was determined.The research results showed that the three user needs with the highest importance were:hoping to have fixed peers and drivers,two-way selection of drivers and passengers,and hoping that drivers and passengers who take the same ride have high quality and credit,whereas the most critical design requirements were"commuting circle"(community group),two-way choice and two-way mutual evaluation and scoring.Finally,it is recommended that the ride-sharing platform add the community information function,and form two-way selection and two-way mutual evaluation mechanism,so as to increase users'willingness to use and satisfaction.
作者
汪佳禾
张雨彤
王锦诚
王超
WANG Jia-he;ZHANG Yu-tong;WANG Jin-cheng;WANG Chao(School of Economics and Management,Beijing Jiaotong University,Beijing 100044,China;School of Computer and Information Technology,Beijing Jiaotong University,Beijing 100044,China)
出处
《交通运输研究》
2022年第3期85-93,共9页
Transport Research
基金
中央高校基本科研业务费专项资金项目(2020JBWB001)。
关键词
顺风车
KANO模型
质量功能展开
用户需求
平台优化
ride-sharing
Kano model
QFD(Quality Function Deployment)
user needs
platform optimization
