基于Kano模型的车厢服务配置效用评价

Utility Evaluation of Compartment Service Configuration Based on Kano Model

[目的]调查并分析车厢服务需求,优化车厢服务设施配置,提升乘客在乘车过程中的综合体验。[方法]通过研究乘客对车厢服务配置需求,构建典型的乘客服务需求空间。以Kano模型为核心建立需求评价模型,结合满意度计算方法,将感性认知进行量化,分析乘客对车厢服务配置需求的效用水平。[结果及结论]基于Kano模型并结合Better-Worse系数分析,总结出了6个魅力属性、4个期望属性、2个无差异属性和7个必备属性的乘客车厢服务配置需求清单。通过此方法清晰地展示了各种需求的重要程度,提出了在长线路列车车厢中配置充电设施、在客流量较多线路列车车厢中配置可折叠式座椅、在机场线路列车车厢中配置置物架等设计策略。

[Objective]Aiming at enhancing the comprehensive experience for passengers during travel,it is necessary to investigate and analyze compartment service demands,optimize compartment service facility configurations.[Method]By studying the passenger service demands for compartment service configuration,a typical passenger service demand space is constructed.Utilizing Kano model as the core,a demand evaluation model is established,and combined with satisfaction calculation methods,perceptual cognitions are quantified to analyze passenger demand for utility levels of compartment service configuration.[Result&Conclusion]Based on the Kano model and combined with Better-Worse coefficient analysis,a list of compartment service configuration demands is summarized,including 6 charm attributes,4 expectation attributes,2 indifference attributes,and 7 essential attributes.This method clearly demonstrates the importance of various demands,proposing design strategies such as installing charging facilities in compartments for long-distance trains,deploying foldable seats in compartments for high-traffic routes,and equipping luggage racks in compartments for airport routes.