Integrating user engagement for sustainable urban micromobility: A customer-centered approach to developing E-scooter sharing services

As cities increasingly embrace shared e-scooter services (ESS) to reduce urban congestion and carbon emissions, research has primarily emphasized operational efficiency, neglecting consumer satisfaction and infrastructure adequacy. Addressing this gap, this study develops a comprehensive ESS framework, integrating four key dimensions and 16 criteria identified through a systematic literature review and expert interviews. Utilizing Satisfaction and Attention Analysis (SAA), Network Relation Map (NRM), and Decision-Making Trial and Evaluation Laboratory (DEMATEL) methods, this study systematically evaluates user preferences, strategic priorities, and the interdependencies among these dimensions, offering data-driven guidance for effective ESS development strategies. The proposed framework and findings offers policymakers and service providers practical guidance to effectively prioritize improvements in service quality, infrastructure planning, and user engagement, thereby advancing sustainable urban micromobility.