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.

    References listed on IDEAS

    as
    1. Tsiropoulos, Ioannis & Siskos, Pelopidas & Capros, Pantelis, 2022. "The cost of recharging infrastructure for electric vehicles in the EU in a climate neutrality context: Factors influencing investments in 2030 and 2050," Applied Energy, Elsevier, vol. 322(C).
    2. Funke, Simon Árpád & Plötz, Patrick & Wietschel, Martin, 2019. "Invest in fast-charging infrastructure or in longer battery ranges? A cost-efficiency comparison for Germany," Applied Energy, Elsevier, vol. 235(C), pages 888-899.
    3. van der Kam, Mart & van Sark, Wilfried, 2015. "Smart charging of electric vehicles with photovoltaic power and vehicle-to-grid technology in a microgrid; a case study," Applied Energy, Elsevier, vol. 152(C), pages 20-30.
    4. Neaimeh, Myriam & Salisbury, Shawn D. & Hill, Graeme A. & Blythe, Philip T. & Scoffield, Don R. & Francfort, James E., 2017. "Analysing the usage and evidencing the importance of fast chargers for the adoption of battery electric vehicles," Energy Policy, Elsevier, vol. 108(C), pages 474-486.
    5. Zhou, Bo & Chen, Guo & Song, Qiankun & Dong, Zhao Yang, 2020. "Robust chance-constrained programming approach for the planning of fast-charging stations in electrified transportation networks," Applied Energy, Elsevier, vol. 262(C).
    6. Fetene, Gebeyehu M. & Hirte, Georg & Kaplan, Sigal & Prato, Carlo G. & Tscharaktschiew, Stefan, 2016. "The economics of workplace charging," Transportation Research Part B: Methodological, Elsevier, vol. 88(C), pages 93-118.
    7. Seeto, Dewey & Woo, C. K. & Horowitz, Ira, 1997. "Time-of-use rates vs. Hopkinson tariffs redux: An analysis of the choice of rate structures in a regulated electricity distribution company," Energy Economics, Elsevier, vol. 19(2), pages 169-185, May.
    8. Haupt, Leon & Schöpf, Michael & Wederhake, Lars & Weibelzahl, Martin, 2020. "The influence of electric vehicle charging strategies on the sizing of electrical energy storage systems in charging hub microgrids," Applied Energy, Elsevier, vol. 273(C).
    9. Woo, C.K. & Sreedharan, P. & Hargreaves, J. & Kahrl, F. & Wang, J. & Horowitz, I., 2014. "A review of electricity product differentiation," Applied Energy, Elsevier, vol. 114(C), pages 262-272.
    10. Johnson, Michael D & Anderson, Eugene W & Fornell, Claes, 1995. "Rational and Adaptive Performance Expectations in a Customer Satisfaction Framework," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 21(4), pages 695-707, March.
    11. Choo, Sangho & Mokhtarian, Patricia L., 2004. "What type of vehicle do people drive? The role of attitude and lifestyle in influencing vehicle type choice," University of California Transportation Center, Working Papers qt7vg1057g, University of California Transportation Center.
    12. Crozier, Constance & Morstyn, Thomas & McCulloch, Malcolm, 2020. "The opportunity for smart charging to mitigate the impact of electric vehicles on transmission and distribution systems," Applied Energy, Elsevier, vol. 268(C).
    13. Choo, Sangho & Mokhtarian, Patricia L., 2004. "What type of vehicle do people drive? The role of attitude and lifestyle in influencing vehicle type choice," Transportation Research Part A: Policy and Practice, Elsevier, vol. 38(3), pages 201-222, March.
    14. Kapustin, Nikita O. & Grushevenko, Dmitry A., 2020. "Long-term electric vehicles outlook and their potential impact on electric grid," Energy Policy, Elsevier, vol. 137(C).
    15. Björn Nykvist & Måns Nilsson, 2015. "Rapidly falling costs of battery packs for electric vehicles," Nature Climate Change, Nature, vol. 5(4), pages 329-332, April.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Lefeng, Shi & Shengnan, Lv & Chunxiu, Liu & Yue, Zhou & Cipcigan, Liana & Acker, Thomas L., 2020. "A framework for electric vehicle power supply chain development," Utilities Policy, Elsevier, vol. 64(C).
    2. Wolinetz, Michael & Axsen, Jonn, 2017. "How policy can build the plug-in electric vehicle market: Insights from the REspondent-based Preference And Constraints (REPAC) model," Technological Forecasting and Social Change, Elsevier, vol. 117(C), pages 238-250.
    3. Haupt, Leon & Schöpf, Michael & Wederhake, Lars & Weibelzahl, Martin, 2020. "The influence of electric vehicle charging strategies on the sizing of electrical energy storage systems in charging hub microgrids," Applied Energy, Elsevier, vol. 273(C).
    4. Vredin Johansson, Maria & Heldt, Tobias & Johansson, Per, 2006. "The effects of attitudes and personality traits on mode choice," Transportation Research Part A: Policy and Practice, Elsevier, vol. 40(6), pages 507-525, July.
    5. Michel Freyssenet & Bruno Jetin, 2019. "The deregulation of employment and finance: the Big Three in crisis," Working Papers halshs-02020051, HAL.
    6. Fridgen, Gilbert & Keller, Robert & Körner, Marc-Fabian & Schöpf, Michael, 2020. "A holistic view on sector coupling," Energy Policy, Elsevier, vol. 147(C).
    7. Yazdanpanah, Mahdi & Hosseinlou, Mansour Hadji, 2016. "The influence of personality traits on airport public transport access mode choice: A hybrid latent class choice modeling approach," Journal of Air Transport Management, Elsevier, vol. 55(C), pages 147-163.
    8. Bhat, Furqan A. & Verma, Ashish, 2024. "Electric two-wheeler adoption in India – A discrete choice analysis of motivators and barriers affecting the potential electric two-wheeler buyers," Transport Policy, Elsevier, vol. 152(C), pages 118-131.
    9. Huang, Xingjun & Lin, Yun & Lim, Ming K. & Zhou, Fuli & Liu, Feng, 2022. "Electric vehicle charging station diffusion: An agent-based evolutionary game model in complex networks," Energy, Elsevier, vol. 257(C).
    10. Martin, Elliott William, 2009. "New Vehicle Choice, Fuel Economy and Vehicle Incentives: An Analysis of Hybrid Tax Credits and the Gasoline Tax," University of California Transportation Center, Working Papers qt5gd206wv, University of California Transportation Center.
    11. Drebee, Hayder Abbas & Abdul Razak, Nor Azam & karim, mohd, 2014. "Is There an Overlapping Market between National Car Producers in Malaysia?," Jurnal Ekonomi Malaysia, Faculty of Economics and Business, Universiti Kebangsaan Malaysia, vol. 48(1), pages 75-85.
    12. Peters, Anja & Mueller, Michel G. & de Haan, Peter & Scholz, Roland W., 2008. "Feebates promoting energy-efficient cars: Design options to address more consumers and possible counteracting effects," Energy Policy, Elsevier, vol. 36(4), pages 1355-1365, April.
    13. Wang, Tingting & Chen, Cynthia, 2012. "Attitudes, mode switching behavior, and the built environment: A longitudinal study in the Puget Sound Region," Transportation Research Part A: Policy and Practice, Elsevier, vol. 46(10), pages 1594-1607.
    14. Hafner, Rebecca J. & Walker, Ian & Verplanken, Bas, 2017. "Image, not environmentalism: A qualitative exploration of factors influencing vehicle purchasing decisions," Transportation Research Part A: Policy and Practice, Elsevier, vol. 97(C), pages 89-105.
    15. Freitas Gomes, Icaro Silvestre & Perez, Yannick & Suomalainen, Emilia, 2021. "Rate design with distributed energy resources and electric vehicles: A Californian case study," Energy Economics, Elsevier, vol. 102(C).
    16. Silm, Siiri & Tominga, Ago & Saidla, Karl & Poom, Age & Tammaru, Tiit, 2024. "Socio-economic and residential differences in urban modality styles based on a long-term smartphone experiment," Journal of Transport Geography, Elsevier, vol. 115(C).
    17. Wadud, Zia & Mattioli, Giulio, 2021. "Fully automated vehicles: A cost-based analysis of the share of ownership and mobility services, and its socio-economic determinants," Transportation Research Part A: Policy and Practice, Elsevier, vol. 151(C), pages 228-244.
    18. Galarraga, Ibon & Kallbekken, Steffen & Silvestri, Alessandro, 2020. "Consumer purchases of energy-efficient cars: How different labelling schemes could affect consumer response to price changes," Energy Policy, Elsevier, vol. 137(C).
    19. Melton, Noel & Axsen, Jonn & Goldberg, Suzanne, 2017. "Evaluating plug-in electric vehicle policies in the context of long-term greenhouse gas reduction goals: Comparing 10 Canadian provinces using the “PEV policy report card”," Energy Policy, Elsevier, vol. 107(C), pages 381-393.
    20. Fescioglu-Unver, Nilgun & Yıldız Aktaş, Melike, 2023. "Electric vehicle charging service operations: A review of machine learning applications for infrastructure planning, control, pricing and routing," Renewable and Sustainable Energy Reviews, Elsevier, vol. 188(C).

    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.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with 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.