ASSESSMENT OF THE QUALITY OF SHARED MICROMOBILITY SERVICES ON THE EXAMPLE OF THE ELECTRIC SCOOTER MARKET IN POLAND

Monika Hamerska, Monika Ziółko, Patryk Stawiarski

Abstract: This paper investigates the phenomenon of micromobility, with particular emphasis on e-scooter sharing services. The aim of the study is to assess the quality of such services in the opinion of users in Polish cities. The research utilizes the Servqual method and the Kano model to assess the perception of quality of sharing e-scooters services. On the one hand it identifies the features that shape customer satisfaction or dissatisfaction and on the other it indicates areas where expectations are not realized and require improvement. The results show, which factors most strongly affect the satisfaction of e-scooter users and that the expected quality of e-scooter services is not sufficient in any of the outlined areas. Findings also prove that customer satisfaction in individual cities is different. This paper can be useful to sharing operators, local authorities deciding on new operator market entry and finally for the e-scooter users.

Keywords: Electric Scooters Sharing; Shared Micromobility; Kano Model; Servqual Method; Service Quality; Customers Satisfaction

DOI: 10.24874/IJQR16.01-02

Recieved: 21.03.2021  Accepted: 31.07.2021  UDC: 005.336.3:(629.326.3+629.7.036)

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