Abstract
Bike sharing is a sustainable mode of urban transportation. Assessing the perceived service quality is essential to improve the development of bike sharing. Most of the existing research evaluates the service quality of bike sharing only from the perspective of its users. This study assesses the perceived quality gap among four different stakeholders including government regulators, platform operators, bike association and users. First, an evaluation criteria system consisting of sixteen criteria obtained from the five dimensions of tangibles, reliability, responsiveness, assurance and empathy is constructed based on a revised service performance model. Thereafter, a hybrid multi-criteria decision-making model that combines Decision-Making Trial and Evaluation Laboratory (DEMATEL) with VIsekriterijumska Optimizacija I Kompromisno Resenje (VIKOR) is proposed. Then, the model is applied to evaluate the service quality of bike sharing in Xi’an City. Finally, some useful suggestions are given to improve the bike sharing service quality from the perspective of multi-stakeholders.
| Original language | English |
|---|---|
| Pages (from-to) | 449-472 |
| Number of pages | 24 |
| Journal | International Journal of Logistics Research and Applications |
| Volume | 22 |
| Issue number | 5 |
| DOIs | |
| Publication status | Published - 2019 |
| Externally published | Yes |
Bibliographical note
Publisher Copyright:© 2019, © 2019 Informa UK Limited, trading as Taylor & Francis Group.
ASJC Scopus Subject Areas
- Management Information Systems
- Control and Systems Engineering
- Business and International Management
- Information Systems
- Computer Science Applications
- Strategy and Management
- Management Science and Operations Research
- Management of Technology and Innovation
Keywords
- Bike sharing
- DEMATEL
- multi-stakeholders
- service quality
- VIKOR
