Investigating the Influencing Factors of User Experience in Car-Sharing Services: An Application of DEMATEL Method

摘要

The user experience is a main determinant of the user satisfaction of car-sharing services. This research aims at investigating the users and their experience of using shared cars through interview and questionnaire survey. 14 influencing factors are extracted from literature research and user research. The depth interviews are deployed with Decision-Making Trial and Evaluation Laboratory (DEMATEL) questionnaires to evaluate the influencing directions and the degrees of the interactions among the 14 influencing factors of user experience in car sharing service. The findings show that three factors including "vehicle efficiency", "supporting service facilities" and "pricing model", are the three key factors influencing the satisfaction degree of the using experience. "Vehicle condition and performance", "complete supporting service facilities" and "vehicle service safety" have greater impact on other influencing factors. "Value identity", "brand and visual presentation" and "fun and novelty" are mainly affected by other factors. Based on the influence relationship and experience level of each factor, 14 factors are summarized into three levels: availability, easy-using and enjoyment. A user satisfaction optimization model of shared car travel service is proposed, aiming at providing a feasible way to enhance the user experience of car sharing service.