Exploring customer perception and satisfaction on the functions of parking application software

Abstract

ABSTRACT The emergence of parking application software (parking APP), considerably decreases unnecessary vehicle circling and enhances parking resource utilization. Despite the abundant functions available, limited research has considered customer requirements and satisfaction regarding the functions of parking APPs. This research exactly examined the customer perception, as well as how satisfied customers were with the functions provided by the parking APPs. Initially, the attribute classification of functions was identified utilizing Kano model based on a questionnaire survey in Hunan Province, China. The integrated functions were then used as an antecedent to evaluate customer satisfaction by structural equation model (SEM). The data analysis suggests the perceived quality is positively influenced by the four main functions of query, navigation, evaluation, and account. The results reveal that customers have less demand for automatic space grabbing and reverse vehicle tracking in small and medium-sized cities.