Measuring the service quality of EV charging point operators

Lieselot Vanhaverbeke; Quentin De Clerck; Joeri Van Mierlo

Measuring the service quality of EV charging point operators

Lieselot Vanhaverbeke, Quentin De Clerck, Joeri Van Mierlo

Research output: Unpublished contribution to conference › Poster

Abstract

The market for electric vehicles and related services is currently transitioning from the introduction stage towards the growth stage. This is typically the moment for more players to enter the market among which consumers need to choose. As service quality is very important in the decision of the consumer, we develop an assessment model for the service quality of charging point operators (CPO’s) for electric vehicles based on the well-known SERVQUAL model. We empirically test our model to compare the service quality of CPO’s operating in Belgium, both on the B2C and B2B market.

Original language	English
Pages	1-3
Number of pages	3
Publication status	Published - 2 Oct 2018
Event	EVS31 - Kobe, Japan Duration: 30 Sep 2018 → 4 Oct 2018

Conference

Conference	EVS31
Country	Japan
City	Kobe
Period	30/09/18 → 4/10/18

Cite this

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title = "Measuring the service quality of EV charging point operators",

abstract = "The market for electric vehicles and related services is currently transitioning from the introduction stage towards the growth stage. This is typically the moment for more players to enter the market among which consumers need to choose. As service quality is very important in the decision of the consumer, we develop an assessment model for the service quality of charging point operators (CPO{\textquoteright}s) for electric vehicles based on the well-known SERVQUAL model. We empirically test our model to compare the service quality of CPO{\textquoteright}s operating in Belgium, both on the B2C and B2B market.",

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year = "2018",

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AU - De Clerck, Quentin

AU - Van Mierlo, Joeri

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N2 - The market for electric vehicles and related services is currently transitioning from the introduction stage towards the growth stage. This is typically the moment for more players to enter the market among which consumers need to choose. As service quality is very important in the decision of the consumer, we develop an assessment model for the service quality of charging point operators (CPO’s) for electric vehicles based on the well-known SERVQUAL model. We empirically test our model to compare the service quality of CPO’s operating in Belgium, both on the B2C and B2B market.

AB - The market for electric vehicles and related services is currently transitioning from the introduction stage towards the growth stage. This is typically the moment for more players to enter the market among which consumers need to choose. As service quality is very important in the decision of the consumer, we develop an assessment model for the service quality of charging point operators (CPO’s) for electric vehicles based on the well-known SERVQUAL model. We empirically test our model to compare the service quality of CPO’s operating in Belgium, both on the B2C and B2B market.

M3 - Poster

SP - 1

EP - 3

T2 - EVS31

Y2 - 30 September 2018 through 4 October 2018

ER -

Measuring the service quality of EV charging point operators

Abstract

Conference

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