Title: A preliminary study on the evaluation and improvement strategies of the service quality of shared green transportation mobility in Taiwan

Authors: Che-Cheng Chang; Shu-Hsien Huang; Chen Chen

Addresses: Department of Business Administration, Takming University of Science and Technology, Taiwan ' Affiliated Experimental Elementary School of University of Taipei, Taiwan ' Department of Business Administration, Takming University of Science and Technology, Taiwan

Abstract: The sharing economy especially that of electric light motorcycle scooters (e-scooters), contributes to both a green transportation system and increasing urban space. Given this, this study aimed to explore the current situation of service quality in the e-scooter sharing industry in Taiwan. A longitudinal approach was adopted for the purpose and a questionnaire containing 22 indicators was used to collect the data. The analysis of the results found that the ratings for the perceived importance were not aligned with those for satisfaction, indicating that the consumers found e-scooter sharing important but were not satisfied with the service provided. The findings serve as a useful strategic base for e-scooter business managers to evaluate and improve service quality, thereby boosting the sustainable development of the shared mobility economy.

Keywords: shared electric scooters; IPA; SERVQUAL; service quality; green transportation; Taiwan.

DOI: 10.1504/IJSOM.2026.154594

International Journal of Services and Operations Management, 2026 Vol.54 No.2, pp.172 - 185

Received: 31 Jan 2024
Accepted: 16 Feb 2024
Published online: 07 Jul 2026 *

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