Research On Service Evaluation Of Coach Station Based On The Integration Of Kano-IPA Model

In the highway passenger transportation industry chain, automobile passenger depot is extremely important and is a key ring, it not only assume the position of the passenger distribution, operation of the vehicle scheduling, and is the most frequent interactions with passengers node, is the window of the area shows and the propaganda. Automobile passenger depot, therefore, the level of service will be abnormal matter. In order to improve the service level, practitioners and scholars through a variety of ways to diagnose automobile passenger service quality evaluation in our country, and achieved some results. But mostly in one-dimensional quality concept of quality of service on the diagnosis, the concept and the consequent diagnosis evaluation on the quality of two-dimensional attributes considered inadequate obviously.This paper discusses automobile passenger service quality theory and the related literature at home and abroad, the current situation of the automobile passenger service quality diagnosis of our country is analyzed, the quality of service under the guidance of the concept of two dimensional attribute, the organic combination of Kano model and IPA analysis, a system was built based on the perspective of the integration of diagnosis model of our country’s automobile passenger depot key service quality factors. The model through the Kano-IPA questionnaire survey, data statistics summary analysis of the recycling, the coefficient of satisfaction-not satisfied, the integration of coefficient matrix and IPA matrix, the key to automobile passenger service quality; Attributes by Kano and IPA quadrant integration analysis, determine each factor’s priority to improve or maintain order, to help automobile passenger depot managers to make better management decision, the enterprise limited resources into the most crucial place, in order to realize the ascension of passenger transport service quality and higher passenger satisfaction.In this paper, using the Kano-IPA mode has carried on the empirical research. Through the study of the field of Handan car passenger station questionnaire survey. Will be filtered recycling questionnaire and data processing, based on the Kano-IPA integration point differential analysis of the key to the passenger service quality, it is concluded that the key elements of service quality to maintain strategic priorities for: safety, staff service attitude, the waiting time flight information, ticket information to inform by intellectual, ticket price and ordering tickets convenience; Priorities for improvement strategy: toilet ser vice, hot and cold water, waiting chair, wireless wifi services. For diagnosis, the author proposed Handan car passenger terminal service quality recommendations.