Research On Service Innovation Of Beijing Bus Enterprise Based On Customer Orientation

In recent years,the increase of urban population has expanded people's demand for transportation,and the supply of publie transportation is insufficient and imperfect,which has accelerated the increase in the number of private cars and increased road traffic congestion.Government departments and related agencies are also studying countermeasures to manage traffic congestion and ensure sustainable urban development.Under the support of the national city's priority development of public transportation strategy,public transport enterprises have strengthened management in transportation route planning,vehicle equipment,human resources and other links,and public transport development has made relatively obvious achievements.However,with the emergence of various express trains,special vehicles,shared bicycles,and the diversified and personalized needs of people traveling,bus companies are still facing greater pressure.According to the survey,the majority of urban passenger traffic in the country are still showing a downward trend.How to obtain a dominant position in the fierce market competition is a common problem faced by many bus companies.As a member of the service industry,the bus company is closely connected with customers,and only wins customers to win the market.In order to meet the needs of passengers,urban bus companies need to further strengthen the supply-side structure reform,optimize the supply structure,improve the level of innovation,achieve development through service.This study takes Beijing Public Transport as an example and determines the customer-oriented bus enterprise service innovation as the core issue of research.First,the study identified six aspects of passenger demand,including safety,convenience,comfort,punctuality,serviceability,and economy,through consulting experts and interview passengers.The Kano model was used to more objectively and accurately determine the order of passenger demand.Secondly,through field visits and surveys to understand the current status of service innovation development of bus companies,and determine the three dimensions of bus enterprise service innovation,including operation management innovation,facility management innovation,service management innovation.Finally,through the quality function deployment(QFD)method,the correlation matrix between customer demand and service innovation is established,and the importance of customer demand is transformed into the importance of service innovation factor,thus ensuring the integration of customer needs into enterprise service design.Based on the theory of service innovation dynamics,this study uses the integration of Kano model and QFD method to carry out customer-oriented bus service innovation research,aiming at effectively matching passenger denand with bus service innovation.This research has deeply explored the passenger demand for passengers,provided new ideas for the research of bus enterprise service innovation,and expanded the bus service innovation theory considering passenger demand.In practieal applications,publie transport enterprises ean fUlly mobilize enterprise resources,and according to the importance of passenger demand,they can meet the needs of passengers to the greatest extent,improve service quality and efficiency,and improve market competitiveness.It inserts 10 figures,24 tables,89 reference articles.