Service Failure Risk Assessment and Service Improvement of Self-Service Electric Vehicle

Abstract

Electric vehicle sharing is necessary for achieving carbon neutrality. The self-service electric vehicle mode offers unique advantages in terms of freedom of movement and privacy protection. Meanwhile, this mode requires a high-quality service guarantee because of the separation of management and use. The purpose of this study is to propose a framework for the risk control and service optimization of self-service electric vehicles, which includes service life cycle analysis, risk assessment by using a newly integrated fuzzy failure mode and effect analysis, and a consumer satisfaction survey based on the Kano model. Sixteen services were extracted through the service life cycle analysis and online review study, and their corresponding service failures were then ranked through risk assessment. The risk assessment showed that the reliability of vehicle-related services has the greatest impact on safety, followed by financial-related and driving-safety-related services. A Kano model-based survey showed that all kinds of service failures brought significant customer non-satisfaction, while different service improvements brought differentiated satisfaction. To deeply improve service satisfaction, a Risk-Satisfaction analysis was conducted, indicating that services with high risk and high satisfaction deserve further investment.