Users Satisfaction in the Use of Electronic Vehicle Charging Stations

Abstract:

This study explored the level of user satisfaction in the use of electronic vehicle (EV) charging stations in Beijing, China, for the calendar year 2023. It assessed user satisfaction across various dimensions of EV charging stations, focusing on five key variables: charging infrastructure, payment and pricing, reliability and maintenance, safety and security, and customer support. A total of 200 users participated in the study, providing data through a research-made survey instrument. The data were analyzed using SPSS, employing frequency counts, percentages, mean, and the Mann-Whitney U test for statistical analysis. User satisfaction in the charging infrastructure category was found to be very high. Similarly, payment and pricing also received very high satisfaction ratings. The reliability and maintenance category saw high levels of satisfaction, while safety and security also scored high. Customer support garnered high satisfaction ratings as well. The comparative analysis revealed no significant differences in user satisfaction in the charging infrastructure area based on gender, age, civil status, and educational attainment, although higher-income users reported significantly higher satisfaction. In payment and pricing, significant differences were found based on gender and age, with males and younger users reporting higher satisfaction. Civil status, average family monthly income, and educational attainment did not significantly affect satisfaction in this area. For reliability and maintenance, safety and security, and customer support, no significant demographic differences were observed. The research concludes that users of electronic vehicle charging stations in Beijing, China, exhibit high levels of satisfaction across various dimensions of the service. The findings highlight the critical role of well-designed charging infrastructure, transparent payment systems, reliable maintenance, robust safety measures, and responsive customer support in enhancing user satisfaction. Differences in satisfaction based on income, gender, and age provide valuable insights for service providers and policymakers to tailor their offerings to meet diverse user needs effectively. Overall, this study underscores the importance of continuous improvement in EV charging infrastructure to support the growing adoption of electric vehicles and promote sustainable transportation solutions.

Keywords: Satisfaction, electronic vehicle, charging stations, charging infrastructure, payment and pricing, reliability and maintenance, safety and security, customer support.