Research On Subway Service Quality Improvement Based On Kano Model And Kansei Engineering

With its convenience and high efficiency,the subway can effectively share the traffic pressure,and has become the strategic backbone of urban transportation and the symbol of urban modernization.In recent years,the number of subway lines has shown an "explosive" growth,but what is disproportionate to this is the high input-output ratio of the subway,and it is still a common situation that "income can not make ends meet"."Abundant passenger flow" is the key element to fundamentally solve the problem of subway profitability.It is not only an important guarantee for passenger revenue,but also a proof of the significance of subway’s existence,and it can increase the commercial value of subway ancillary resources.Providing high-quality services can ensure that the subway has ample passenger flow and promote the sustainable development of the subway.Previous studies on service quality improvement pay more attention to the rational cognition of passengers.This paper comprehensively considers the rational and perceptual needs of passengers,and puts forward a decision-making theoretical framework integrating Kano model and Kansei engineering,which is used to guide the improvement of Chengdu subway service quality.First of all,this paper takes the comprehensive consideration of passengers’ cognition and affection as the starting point,and expounds the necessity,rationality and innovation of combining Kano model and Kansei engineering in the improvement of subway service quality,so as to pave the way for the follow-up research.In order to overcome the shortcoming of the traditional Kano model’s weak decision support function,this paper introduces a quantitative analytical Kano model.Secondly,this paper analyzes the implementation process of the theoretical framework in detail.It focuses on the construction of service attribute space and passenger kansei space,the validity test based on factor analysis,the relationship model between the kansei words and service attributes based on stepwise regression,and the IPA analysis method.Then,taking Chengdu subway as an example,the theoretical framework is used to guide the improvement of Chengdu subway service quality.The analytical Kano questionnaire and questionnaire designed based on the five-point Likert scale are used to collect passengers’ rational evaluation and perceptual perception,and the statistical software SPSS is used to analyze sample data.Finally,by calculating the service attributes’ decisionmaking indicators and the number of kansei words it affects,combined with the IPA analysis matrix,the service attributes that should be promoted of Chengdu subway are identified and prioritized,so as to help subway operators make a reasonable resource tilt when improving services.In addition,this paper also gives suggestions for the service attributes that need to be improved.To sum up,this paper constructs a theoretical framework for the decision-making of subway service quality improvement,and applies it to Chengdu subway service.On the one hand,it verifies the effectiveness of the framework,on the other hand,it helps operators to deeply understand passenger demand and make efficient service improvement decisions,and it also provides new ideas for the related research on subway service quality.