User Satisfaction and Loyalty toward Electric Scooters

• Main Authors: LIEN, YANG-CHUAN, 練仰涓
• Other Authors: CHEN,TUNG-LIANG
• Format: Others
• Language: zh-TW
• Published: 2018
• Online Access: http://ndltd.ncl.edu.tw/handle/v9ruvj

碩士 === 中華大學 === 科技管理學系 === 106 === Climate change has caused tremendous changes in the living conditions of human beings. It’s urgent to save the global environment. The adoption of electric scooter can effectively reduce the carbon emissions sources. Also, the goverment can improve the development of electric scooter industries with our own excellent engineering and product development technology under our uniqe transport circumstance in Taiwan. The conceptual framework of this study is from the expectation-confirmation model. It aims to investigate the correlation and influence among the innovativeness of electric scooter user , the set of post-adoption beliefs, user confirmation, satisfaction, and loyalty. This study collected data form online Questionnaire issued on the community website during January, 2018. Survey respondents were users of electic scooter in Taiwan. Total of 388 valid responses from particiants were collected and representing an effective response rate of 100 %. Using SPSS statistical software for data analysis, this study attempts to identify the factors affect electric vehicle users' satisfaction and loyalty. The results of the findings are summarized as follows: 1. The loyalty of male electric vehicle users is significantly higher than female users. 2. There are significant differences in satisfaction and loyalty among the different brands that users adopt. 3. The innovativeness characteristics of the electric vehicle users mainly affect the user's evaluation of the hedonic value of the electric scooters. 4. The perceptions of post-adoption beliefs- Hedonic value, perceived ease of use, and perceived usefulness have significant positive effect on users’ levels of confirmation. 5. The user’s levels of confirmation is the key determinant of the user’s level of satisfaction and loyalty. 6. User satisfaction has the primary effect on loyalty, having satisfied users is the critical driver of loyalty. Based on this research result, this study will provide manufacturers with reference to design, produce, and market. It hopes to help manufacturers to reach the masses and to understand the effects of post-adoption beliefs of electric scooter to enhance user satisfaction and loyalty.