Pilot Study on User Service Guarantee Elements for Electric Minivans

Abstract

With the introduction of “carbon neutrality”, promoting carbon peaking and carbon neutrality has become contingent upon the vigorous development of pure electric vehicles. The development of electric minivans is receiving substantial backing from the government as China’s logistics vehicle market undergoes a transformation. The drivers of electric minivans in China’s Shanxi Province are the objects of this research, whose purpose was to establish a service model based on the four elements of service design and grounded theory to clarify the key factors of user guarantee for electric minivans. We conducted a pilot study using questionnaires, user patterns, user interviews, and a user journey map to determine the user needs for electric minivan user service guarantees. NVivo was used to analyze and code the user interview data qualitatively. The research findings can serve as a resource for entrepreneurs, service providers, managers, and designers of electric minivans.