What drives Chinese users’ satisfaction in EV charging? Uncovering and prioritizing service design factors through a hybrid decision approach

The promotion of electric vehicles development and its supporting industries has emerged as a critical strategy in the global transition toward sustainable mobility. Notably, the inadequate service capacity of charging stations presents an urgent challenge that requires resolution. To address this challenge and improve service quality, this study proposes a hybrid model to investigate factors influencing user experience and to inform charging station design innovations. User demands were first collected through interviews and behavioral observations. An initial index system of these demands was then established using the Analytic Hierarchy Process (AHP), with preliminary weights assigned by expert evaluation. Subsequently, the Decision-Making Trial and Evaluation Laboratory (DEMATEL) method was employed to assess the causal interrelationships among these demand indicators. The initial weights were then adjusted by integrating the DEMATEL results, yielding a prioritized ranking of user requirements. This study employs the charging stations as a case study to quantitatively validate the findings of the comprehensive weight analysis and to develop a scientifically grounded scheme for charging stations. This composite model effectively addresses issues related to weak element correlation and static weight interference that are often encountered in traditional user demand analyses, thereby enhancing the scientific rigor of the development process and providing a theoretical foundation for charging station design.