Research on the Evolutionary Game and Dynamic Equilibrium of Service Standards of Online Ride-Hailing Platforms Driven by User Complaints

Yan Chen ()
Additional contact information
Yan Chen: Jiangxi University of Finance and Economics, School of Information Management and Mathematics

A chapter in Proceedings of the 2025 3rd International Academic Conference on Management Innovation and Economic Development (MIED 2025), 2025, pp 720-728 from Springer

Abstract: Abstract The game relationship between service standards of ride-hailing platforms and user complaints profoundly impacts the sustainable development of the industry. This paper constructs a duopoly evolutionary game model to analyze the interaction mechanism between service standards and user complaints, and explores the impact of key variables on equilibrium through numerical simulation. The findings reveal that when the industry benchmark falls below user expectations, high-standard services form a "cost savings-repurchase growth" cycle by reducing complaint rates, with their effect modulated by user rights-awareness and platform response efficiency. Under the user "voting with their feet" mechanism, high-quality sensitivity and efficient complaint handling can suppress the "bad money drives out good money" phenomenon. The dynamic parameter adjustment model can identify the inflection point of marginal returns from service investment, optimizing the equilibrium path. The study provides a basis for constructing a service quality internal control system driven by user feedback, and suggests guiding high-quality equilibrium through differentiated pricing and transparent regulation.

Keywords: Ride-hailing platforms; Service standards; User complaints; Evolutionary game; Simulation analysis; Cost-benefit mechanism (search for similar items in EconPapers)
Date: 2025
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:advbcp:978-94-6463-835-6_77

Ordering information: This item can be ordered from
http://www.springer.com/9789464638356

DOI: 10.2991/978-94-6463-835-6_77

Access Statistics for this chapter

More chapters in Advances in Economics, Business and Management Research from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().