[1]张华.服务感知与群体异质性视角的公共充电服务满意度影响机制[J].长安大学学报(自然科学版),2025,45(6):227-236.
　ZHANG Hua.Influence mechanism of public charging service satisfaction from perspectives of service perception and group heterogeneity[J].Journal of Chang’an University (Natural Science Edition),2025,45(6):227-236.
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服务感知与群体异质性视角的公共充电服务满意度影响机制()
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长安大学学报（自然科学版）[ISSN:1006-6977/CN:61-1281/TN]

卷:
第45卷
期数:
2025年6期
页码:
227-236
栏目:
交通工程
出版日期:
2025-11-30

文章信息/Info

Title:
Influence mechanism of public charging service satisfaction from perspectives of service perception and group heterogeneity
文章编号:
1671-8879(2025)06-0227-10
作者:
张华
(中共陕西省委党校(陕西行政学院)文化与科技教研部,陕西 西安 710061)
Author(s):
ZHANG Hua
(Department of Culture and Science and Technology, Party School of Shaanxi Provincial Committee of C.P.C(Shaanxi Academy of Governance), Xi'an 710061, Shaanxi, China)
关键词:
交通工程;  公共充电服务满意度;  结构方程模型;  电动出租车;  服务感知
Keywords:
traffic engineering;  public charging service satisfaction;  structural equation modeling;  electric taxis;  service perception
分类号:
U411
文献标志码:
A
摘要:
针对现有研究多集中于电动汽车购车行为与充电设施技术规划,从服务感知维度系统探讨充电满意度影响机制的实证研究仍较为薄弱,尤其缺乏针对高依赖群体的深入分析的状况,基于365位西安市电动出租车驾驶人对公共充电服务感知数据,通过结构方程模型(SEM)与多元有序Logit模型,从服务感知与群体异质性2个维度实证分析充电满意度的影响机制。研究构建包含空间可达性、设施可用性、操作便捷性与人性化服务4个维度的感知评价体系,检验其对总体满意度的作用路径,同时引入驾驶人个人属性与充电行为特征变量,识别不同群体间的满意度差异。研究结果表明:操作便捷性、空间可达性和设施可用性均对充电满意度存在显著正向影响(路径系数分别为0.44、0.34、0.20),而人性化服务的影响未通过显著性检验; 年龄、车辆类型、车辆性质、充电地点与充电习惯等因素显著影响满意度评价,具体表现为年长驾驶人、网约车驾驶人、混合动力车驾驶人及固定地点充电用户的满意度更高。研究从服务感知与用户异质性双重视角拓展了充电满意度研究的理论框架,可为公共充电服务的精准优化、运营效率提升及新能源汽车推广政策制定提供实证依据与实践参考。
Abstract:
Most existing research has primarily focused on the purchasing behavior of electric vehicles and the technical planning of charging facilities. However, empirical studies systematically exploring the influencing mechanism of charging satisfaction from the perspective of service perception remain relatively scarce, particularly lacking in-depth analyses targeting highly dependent groups. Based on the perceived data of public charging services from 365 electric taxi drivers in Xi'an, this study empirically analyzed the influencing mechanism of charging satisfaction from two dimensions—service perception and group heterogeneity—by employing structural equation modeling(SEM)and multivariate ordered logit models.A perception evaluation system was constructed, encompassing four dimensions: spatial accessibility, facility availability, operational convenience, and humanized services. The study examined the pathways through which these dimensions influenced overall satisfaction. Additionally, personal attributes of drivers and variables characterizing their charging behaviors were introduced to identify satisfaction differences across various groups.The findings revealed that operational convenience, spatial accessibility, and facility availability all exerted significant positive impacts on charging satisfaction(with path coefficients of 0.44, 0.34, and 0.20, respectively), whereas the influence of humanized services did not pass the significance test. Factors such as age, vehicle type, vehicle ownership, charging location, and charging habits were found to significantly affect satisfaction evaluations. Specifically, older drivers, ride-hailing drivers, hybrid vehicle drivers, and those who charged at fixed locations reported higher levels of satisfaction.This study expands the theoretical framework for research on charging satisfaction from the dual perspectives of service perception and user heterogeneity. It provides empirical evidence and practical references for the precise optimization of public charging services, the enhancement of operational efficiency, and the formulation of policies aimed at promoting new energy vehicles.6 tabs, 1 fig, 30 refs.

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备注/Memo

备注/Memo:
收稿日期:2025-05-23
基金项目:2023年度高等教育服务创新驱动发展战略研究项目(2023HZ1351); 陕西省重点研发计划项目(2022GY-326)
作者简介:张 华(1968-),男,甘肃庄浪人,副教授,硕士研究生导师,E-mail:2858573809@qq.com。
更新日期/Last Update: 2025-12-20