Shared mobility is transforming urban transportation. The increasing demand for more efficient and sustainable transportation options has driven the growth of the shared mobility sector, attracting operators ranging from new entrants to traditional manufacturers looking to diversify their markets. Despite its popularity, there is currently a lack of tools to support the design and management of the quality of shared mobility. Seeking to contribute towards bridging this gap, this paper presents a comprehensive quality framework, refereed as MOBI-Qual. MOBI-Qual was developed using a bottom-up approach, wherein quality determinants were defined based on an extensive analysis of digital Voice-of-Customer data, specifically customer review. A topic modelling algorithm was utilized to extract the quality determinants for the most prevalent shared mobility modes. Following this, a common framework was established through a comparison of these quality determinants. The proposed framework comprises eleven quality determinants that comprehensively cover various aspects of shared mobility.

共享出行正在改变城市交通。对更高效、更可持续的交通选择的需求不断增长，推动了共享出行行业的增长，吸引了从新进入者到寻求市场多元化的传统制造商在内的运营商。尽管它很受欢迎，但目前仍缺乏支持共享出行质量设计和管理的工具。为了弥补这一差距，本文提出了一个全面的质量框架，称为MOBI-Qual。MOBI-Qual采用自下而上的方法开发，其中质量决定因素是根据对数字客户之声数据（特别是客户评论）的广泛分析来定义的。利用主题建模算法来提取最流行的共享移动模式的质量决定因素。随后，通过比较这些质量决定因素建立了一个共同框架。拟议的框架包括十一个质量决定因素，全面涵盖共享出行的各个方面。