Research On The Service Design Of Coach Station Based On Quantitative Method

Along with the speeding up economic restructuring in our country, the service industry is in an increasingly prominent role in the development of national economy. As a basic service industry, Road passenger transport industry is under the pressure of competition from railway, aviation, water transport industry. Facing with the increasingly fierce market competition, the coach station must constantly improve the service, especially in the optimization and improvement of the passenger service mode. it’s so necessary to build a relatively complete system of coach station service design to obtain the accurate information of passenger demand,and then realize the systematically coach station service design.This paper analysis the related theory and literature of coach station service design, in the perspective of customer requirements, take advantage of Kano’s model in the customer demand analysis, on the basis of QFD, building the quantitative model of coach station service design by integrating Kano’s model and QFD. On the basis of quantitative Kano’s model, this paper classify the elements of coach station service quality and analyses it’s importance, which is regard as the customer demand input of the HOQ of QFD; On the basis of integrating quantitative Kano’s model and QFD, combine with service quality evaluation, this paper build the importance transform function of service quality element, define the final importance of coach station service quality elements, regarding as the input of HOQ quality evaluation matrix; Using built HOQ of QFD, this paper translate the service quality elements and its importance into the service technology elements and its importance, extracting key service technology element, and then achive the coach station service design based on quantitative method.This paper applied the quantitative model in the service design of SQ coach station. Designed Kano’s questionnaire, service quality evaluation questionnaire and passenger satisfaction questionnaire. On the basis of field research, this paper has done service design to SQ coach station using quantitative Kano’s model and QFD method. This paper defined the importance rank of the service quality elements and service technology elements of SQ coach station, extracted 10 items key service technology elements of SQ coach station, including staff training, waiting room environment and seat number, security check, ticket check and security, the number of toilet and its environment, sick service, Waiting consulting services, passenger complaint handling, service of midway, luggage safety management, public telephone and free WiFi, and analyzed all of these elements. On the basis of the economy and efficiency principle, this paper put forward the advice of solidifying infrastructure environment, ensuring fundamental service, optimizing service process, concerning special passenger, strengthening staff training to the SQ coach station.