Beyond Charging Anxiety: An Explainable Approach to Understanding User Preferences of Electric Vehicle Charging Stations Using Review Data

Abstract Electric vehicles (EVs) charging infrastructure is directly related to the overall EV user experience and thus impacts the widespread adoption of EVs. Understanding key factors that affect EV users’ charging experience is essential for building a robust and user-friendly EV charging infrastructure. This study leverages about 17,000 charging station reviews on Google Maps to explore EV user preferences for charging stations, employing ChatGPT 4.0 for aspect-based sentiment analysis. We identify 12 key aspects influencing user satisfaction, ranging from accessibility and reliability to amenities and pricing. Two distinct preference models are developed: a microlevel model focused on individual user satisfaction and a macrolevel model capturing collective sentiment toward specific charging stations. Both models utilize the LightGBM algorithm for user preference prediction, achieving strong performance compared to other machine learning approaches. To further elucidate the impact of each aspect on user ratings, we employ SHAP (SHapley Additive exPlanations), a game-theoretic approach for interpreting machine learning models. Our findings highlight the significant impact of positive sentiment toward “amenities and location,” coupled with negative sentiment regarding “reliability and maintenance,” on overall user satisfaction. These insights offer actionable guidance to charging station operators, policymakers, and EV manufacturers, empowering them to enhance user experience and foster wider EV adoption.