Research On Service Quality Of High-speed Railway Passenger Station Based On Kano Model And IPA Analysis Method

In recent years,high-speed railways have developed vigorously.China’s high-speed railway mileage has ranked first in the world.Traveling by high-speed railway has become the choice of more passengers.High-speed railway stations are the basic production units of high-speed railway transportation.The most frequently interacted node.With the rapid development of the passenger transport industry,railway passenger transport is also facing fierce competition from other passenger transport industries.In the increasingly competitive environment,in order to expand the competitive advantage of railway passenger transport,in addition to relying on increasing the construction of new lines and increasing the speed of operation,should also improve the service concept,improve service quality,increase customer satisfaction and loyalty,so how to establish an effective high-speed rail passenger station service evaluation method is very important.my country’s research on high-speed railways focuses more on train organization,running plan,equipment design,etc.The research on the problems of outdated service concept and weak service awareness of existing high-speed railway passenger stations is still in its infancy.In traditional service quality management research,Kano model and IPA analysis method are widely used and have achieved remarkable results,but they are rarely used in high-speed railway passenger station service quality research.Based on the classic theory of service quality,this paper takes Shenyang North Railway Station passenger service quality as the research object,analyzes the main links in the service process of high-speed railway passenger station,determines the elements of high-speed railway passenger station service quality,and uses Kano model and IPA analysis method.Organically combined,establish a service quality evaluation system for high-speed railway passenger stations.Through the integrated analysis of Kano attributes and IPA quadrants,it is determined that the toilet environment,the number of seats in the waiting room,safety inspection and other factors are the priority to maintain;change the convenience of refunding,the waiting room Hot water supply and waiting room for special groups are the priority for improvement,and suggestions for improvement are put forward for the managers of Shenyang North Station,so that managers can be targeted,save manpower and time,and ultimately improve the service quality of Shenyang North Station and improve The purpose of high-speed rail competitiveness.This paper overcomes the shortcomings of the single Kano model or the IPA analysis method,and introduces the Kano-IPA integrated model into the service quality evaluation of the high-speed railway passenger station for the first time,which is another practice of the service quality evaluation model in the field of high-speed railway.The theoretical significance and practical significance provide theoretical reference for the further improvement and perfection of the service quality management of high-speed railway stations in my country.