IDEAS home Printed from https://ideas.repec.org/a/eee/appene/v365y2024ics0306261924001181.html
   My bibliography  Save this article

Customer satisfaction at large charging parks: Expectation-disconfirmation theory for fast charging

Author

Listed:
  • Bollenbach, Jessica
  • Halbrügge, Stephanie
  • Wederhake, Lars
  • Weibelzahl, Martin
  • Wolf, Linda

Abstract

Drivers of battery electric vehicles, especially along motorways, require fast-charging services and expect maximum charging power to overcome long servicing times. However, charging park operators cannot always meet customer expectations due to economic and technical restrictions. According to the expectation-disconfirmation theory, the resulting expectation-performance gap increases the dissatisfaction of vehicle drivers regarding the servicing time in a non-linear manner. Therefore, we present an optimization model with a utilitarian welfare function grounded in social choice theory. Besides a current real-world case based on a fast-charging park in Germany, we analyze further (technical) developments of electric mobility with four future cases. Compared to a uniform power allocation, our results display a reduced absolute average gap of up to 4 min (i.e., 13.3%) between expected and actual servicing time in the real-world case, thus, improving welfare by 22.9%. With an increased average gap reduction of up to 5.2 min, our future cases show the importance of addressing the expectations of battery electric vehicle drivers. Without a smart power allocation, the gap and simultaneously the dissatisfaction of vehicle drivers regarding the servicing time can increase, and potentially more hardware upgrades may be necessary.

Suggested Citation

  • Bollenbach, Jessica & Halbrügge, Stephanie & Wederhake, Lars & Weibelzahl, Martin & Wolf, Linda, 2024. "Customer satisfaction at large charging parks: Expectation-disconfirmation theory for fast charging," Applied Energy, Elsevier, vol. 365(C).
    • Handle: RePEc:eee:appene:v:365:y:2024:i:c:s0306261924001181
    DOI: 10.1016/j.apenergy.2024.122735
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0306261924001181
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.apenergy.2024.122735?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:appene:v:365:y:2024:i:c:s0306261924001181. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/wps/find/journaldescription.cws_home/405891/description#description .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.