【摘要】 使用文本挖掘技术对共享单车用户11372条在线评论进行多次采集,通过清洗处理和数据可视化得到一手数据,在对数据分析后得出共享单车体验质量的4个主维度及10个子维度,形成共享单车用户出行体验质量的概念模型。在此基础上,通过对543份有效问卷的检验后发现:共享单车用户体验质量包含产品性能、环境条件、交互过程、结果体验4个维度,其中产品性能包括硬件功能和产品设计两个子维度,环境条件从天气状况和交通/道路两个子维度来体现,交互过程含有用户服务和易用性两个子维度,结果体验由三个子维度构成分别是情感体验、口碑效应、效用价值。基于实证结论提出管理实践启示。更多还原

【Abstract】 This paper uses text mining technology to collect 11372 online comments of shared bicycle users multiple times, and obtains first-hand data through cleaning and data visualization. After data analysis, 4 main dimensions and 10 sub-dimensions of shared bicycle experience quality are obtained, forming A conceptual model of the travel experience quality of shared bicycle users. On this basis, the study found through the inspection of 543 valid questionnaires that the user experience quality of shared bicycles includes four dimensions: product performance, environmental conditions, interaction process, and result experience. Product performance includes two sub-components: hardware function and product design. Dimensions, environmental conditions are reflected in the two sub-dimensions of weather conditions and traffic/roads. The interaction process contains two sub-dimensions of user service and ease of use. The resulting experience is composed of three sub-dimensions: emotional experience, word-of-mouth effect, and utility value. Relevant enlightenment and suggestions for management practice are proposed accordingly.更多还原