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

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