Quality Evaluation and Optimization of Idle Goods Swap Platform Based on Grounded Theory and Importance–Performance Analysis

Given economic downturns and environmental concerns, promoting innovative consumption patterns is urgently needed. Swap is a promising collaborative consumption pattern that redistributes ownership of goods without using money. In the past, no research has focused on swap platform quality due to a lack of empirical resources. Therefore, this study aims to construct theoretical methods for evaluating and optimizing the quality of swap platforms. Analyzing consumer characteristics and motivations, the study creates a user profile that guides swap platforms’ market positioning. Then a quality evaluation model for swap platforms is constructed to identify areas for improvement. Data were collected from core users of a start-up swap platform in Shanghai, including 20 in-depth interviews and 180 survey questionnaires. The findings reveal that the main consumers in Shanghai’s swap market are highly educated women aged 20 to 40, with upper-middle incomes. They are motivated by functional, charitable, economic, and hedonic factors. Using grounded theory and the IPA method, this study developed a quality evaluation model for swap platforms, consisting of 18 indicators that clearly distinguish areas of weakness and strengths. This study provides valuable insights into the methodological research of quality evaluation for swap platforms and offers practical suggestions for their optimization.