Macro Ergonomics Approach to Analyze the Quality of Public Bike-Sharing Transportation Services

摘要

In the last few decades, the increasing number of motorized vehicles has caused congestion problems and worsened air quality. Starting from the concern about the impact on the environment, the concept of transportation of Public Bike-Sharing was developed. The public bike-sharing transportation system was first introduced by MIGO E-bike. The macro ergonomics approach was adopted to evaluate the service quality of the MIGO E-bike. Referring to the Socio-Technical System aspect in macro ergonomics theory, Customer Relationship Management (CRM) strategic model was modified by adding Green Ergonomic Model (GEM) concept to evaluate the functionality of product service. This study aims to identify and construct a model of public bike-sharing service quality using the DEMATEL-ANP method. The DEMATEL-ANP method is used to find out the relationship criteria in the system and suggest an improvement. Based on the results, Social Value is an indicator with the greatest weight (0.4291), then E-bike (0.2558), Substation (0.1583), Rental System (0.0963), and Infrastructure (0.0605). Whereas the global weight, energy-saving, and eco-friendly bicycle indicators have the highest value (0.3136) and comfortable bicycles when used are indicators with the second-highest value (0.1648). The gap analysis shows that the comfort of E-bike (-0.3296) and energy-efficient E-bike (-0.6271) still do not meet user expectations.