基于kano模型和候车体验的公交站设施需求研究

Bus Stop Facilities Configuration Based on Waiting Demand and Experience

目的 提升乘客在公交站内的等候体验,优化公交站配套设施的合理性与完备性,提高公交系统服务能力。方法 研究乘客的候车需求,构建乘客行为地图,筛选出25项需求研究样本,并分为6类,分别为对物理空间的需求,以及具有体验附加值的信息需求、附属需求、安全需求、休憩需求和卫生需求。通过kano模型对各个需求进行定性分析和定量统计。结果 构建了乘客的候车需求层级塔,基于用户满意度指数系数,通过敏感度的计算,最终得出各设施需求的重要度排序,并以此为基础提出公交站配套设施的配置策略。结论 通过对乘客候车需求重要度的研究,可根据不同站点的地理位置等特点以及乘客类型结构等具体情况对车站设施进行配置。

The work aims to improve the passengers'waiting experience in the bus station,optimize the rationality and completeness of the supporting facilities of the bus station,and improve the service ability of the bus system.The waiting needs of passengers was studied,passenger behavior map was constructed,and 25 demand research samples were se-lected,which were divided into six categories.They are the demand for physical space,information,ancillary needs,safety needs,rest needs and hygiene needs.Through Kano model,each demand is analyzed qualitatively and counted quantitatively.The customer satisfaction index coefficient was built,and the importance ranking of each facility demand was obtained through the calculation of sensitivity.On this basis,the paper puts forward the configuration strategy of bus station facilities.Through the research on the importance of passenger waiting demand,the station facilities can be con-figured according to the geographical location,other characteristics of different stations and the specific situation of pas-senger type structure.The preliminary suggestions on the reasonable setting of bus stops according to local conditions and functions are probed.