Transforming Habits Into Loyalty--Improving User Experience in Bike-Sharing Systems

In real life, the operation of bike-sharing relies on users' habits. Consequently, bike-sharing platforms need to enhance customer satisfaction regarding service quality and foster customer loyalty towards the platform. This study adopts the questionnaire survey method. Taking the E-SERVQUAL scale as a framework and integrating the characteristics of the bike-sharing platform as well as the usage process, a questionnaire for evaluating the service quality of the bike-sharing platform under the two-dimensional Kano quality model is designed. Through this questionnaire, the service quality elements of the bike-sharing platform from the perspective of customers are examined, and the categorization of these quality elements is carried out. Based on these findings, relevant suggestions are put forward for the bike-sharing platform, along with suggestions for cultivating customers' habits to strengthen their intention to continuously use the service.