基于kano模型和乘车体验的高铁二等座设施需求研究

Research on the Demands for Second-Class Seat Facilities of High-Speed Rail Based on Kano Model and Travel Experience

[目的]为了提高旅客在高铁二等座车厢内的乘车体验,优化高铁二等座配套设施的合理性与便捷性,提升铁路系统的服务能力。[方法]通过kano模型从基本需求、魅力需求、期望需求、无差异需求、反向需求和可疑需求角度,对影响旅客舒适感知的各项设施需求进行分类与评价。[结果]基于旅客的乘车体验,构建高铁二等座旅客的需求层次模型,最终得出各需求重要度排序,并以此为基础提出高铁二等座车厢配套设施的配置策略。[结论]通过对旅客乘车需求重要度的研究,得出我国高铁二等座车厢的配套设施可根据旅途长短和旅客类型等特点进行配置,并提出我国高铁二等座设施在提升旅客乘车体验方面的初步建议。

[Purpose]To improve passengers’travel experience in second-class seats of high-speed rail,optimize the supporting facilities of second-class seats of high-speed rail for more reasonable and convenient,and enhance the service capability of the railway system.[Methods]The kano model is used to classify and evaluate each facility demand that affects passenger comfort perception from the perspective of basic demand,attractive demand,desired demand,undifferentiated demand,reverse demand,and suspicious demand.[Results]Based on the passenger’s ride experience,build a demand hierarchy model for high-speed rail secondclass passengers,and finally get the importance order of each demand.[Conclusion]Through the research on the importance of passenger demand,it is concluded that the supporting facilities of the second-class carriage of China’s high-speed rail can be configured according to the characteristics of the length of travel and the type of passengers,and the preliminary suggestions on improving the passenger experience of the second-class facilities of China’s high-speed rail are put forward.