Wencheng Huang, Yue Zhang, Yifei Xu, Rui Zhang, Minhao Xu, Yang Wang
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Then the sensitivity of the KANO service quality indicators based on the KANO model are calculated and ranked, the PS (Passenger Satisfaction) of each KANO service quality indicator by using the Entropy–TOPSIS method is calculated and ranked. Based on the difference between the sensitivity degree rank and the satisfaction degree rank of each KANO service quality indicator, determine the service quality KANO indicators of the URTPSQ that need to be improved significantly. A case study is conducted by taking the Chengdu subway system in China as a background. The results show that the Chengdu subway operation enterprises should pay attention to the must-be demand first, then the one-dimensional demand, finally the attractive demand. The three indicators, including transfer on the same floor in the station, service quality of staffs of urban rail transit enterprises,and cleanness in the station and passenger coach, need to be improved urgently. For the managers and operators of urban rail transit system, the passengers’ must-be demand should be satisfied first if the KANO model is applied to evaluate the service. The indicators with highest sensitivity degree and lowest TOPSIS value should be improved based on the KANO–Entropy–TOPSIS model.","PeriodicalId":23260,"journal":{"name":"Transport","volume":"934 1","pages":""},"PeriodicalIF":1.3000,"publicationDate":"2021-12-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"4","resultStr":"{\"title\":\"URBAN RAIL TRANSIT PASSENGER SERVICE QUALITY EVALUATION BASED ON THE KANO–ENTROPY–TOPSIS MODEL: THE CHINA CASE\",\"authors\":\"Wencheng Huang, Yue Zhang, Yifei Xu, Rui Zhang, Minhao Xu, Yang Wang\",\"doi\":\"10.3846/transport.2021.16003\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"In order to evaluate the URTPSQ (Urban Rail Transit Passenger Service Quality) comprehensively, find the shortage of URTPSQ, find out the difference between the actual service situation and the passenger’s expectation and demand,and provide passengers with better travel services, a passenger-oriented KANO–Entropy–TOPSIS (Technique for Order of Preference by Similarity to Ideal Solution) method is proposed and applied in this paper. Firstly, a KANO model is applied to select the service quality indicators from the 24 URTPSQ evaluation sub-indicators, according to the selection results, the KANO service quality indicators of URTPSQ are constructed. Then the sensitivity of the KANO service quality indicators based on the KANO model are calculated and ranked, the PS (Passenger Satisfaction) of each KANO service quality indicator by using the Entropy–TOPSIS method is calculated and ranked. Based on the difference between the sensitivity degree rank and the satisfaction degree rank of each KANO service quality indicator, determine the service quality KANO indicators of the URTPSQ that need to be improved significantly. A case study is conducted by taking the Chengdu subway system in China as a background. The results show that the Chengdu subway operation enterprises should pay attention to the must-be demand first, then the one-dimensional demand, finally the attractive demand. The three indicators, including transfer on the same floor in the station, service quality of staffs of urban rail transit enterprises,and cleanness in the station and passenger coach, need to be improved urgently. For the managers and operators of urban rail transit system, the passengers’ must-be demand should be satisfied first if the KANO model is applied to evaluate the service. 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URBAN RAIL TRANSIT PASSENGER SERVICE QUALITY EVALUATION BASED ON THE KANO–ENTROPY–TOPSIS MODEL: THE CHINA CASE
In order to evaluate the URTPSQ (Urban Rail Transit Passenger Service Quality) comprehensively, find the shortage of URTPSQ, find out the difference between the actual service situation and the passenger’s expectation and demand,and provide passengers with better travel services, a passenger-oriented KANO–Entropy–TOPSIS (Technique for Order of Preference by Similarity to Ideal Solution) method is proposed and applied in this paper. Firstly, a KANO model is applied to select the service quality indicators from the 24 URTPSQ evaluation sub-indicators, according to the selection results, the KANO service quality indicators of URTPSQ are constructed. Then the sensitivity of the KANO service quality indicators based on the KANO model are calculated and ranked, the PS (Passenger Satisfaction) of each KANO service quality indicator by using the Entropy–TOPSIS method is calculated and ranked. Based on the difference between the sensitivity degree rank and the satisfaction degree rank of each KANO service quality indicator, determine the service quality KANO indicators of the URTPSQ that need to be improved significantly. A case study is conducted by taking the Chengdu subway system in China as a background. The results show that the Chengdu subway operation enterprises should pay attention to the must-be demand first, then the one-dimensional demand, finally the attractive demand. The three indicators, including transfer on the same floor in the station, service quality of staffs of urban rail transit enterprises,and cleanness in the station and passenger coach, need to be improved urgently. For the managers and operators of urban rail transit system, the passengers’ must-be demand should be satisfied first if the KANO model is applied to evaluate the service. The indicators with highest sensitivity degree and lowest TOPSIS value should be improved based on the KANO–Entropy–TOPSIS model.
期刊介绍:
At present, transport is one of the key branches playing a crucial role in the development of economy. Reliable and properly organized transport services are required for a professional performance of industry, construction and agriculture. The public mood and efficiency of work also largely depend on the valuable functions of a carefully chosen transport system. A steady increase in transportation is accompanied by growing demands for a higher quality of transport services and optimum efficiency of transport performance. Currently, joint efforts taken by the transport experts and governing institutions of the country are required to develop and enhance the performance of the national transport system conducting theoretical and empirical research.
TRANSPORT is an international peer-reviewed journal covering main aspects of transport and providing a source of information for the engineer and the applied scientist.
The journal TRANSPORT publishes articles in the fields of:
transport policy;
fundamentals of the transport system;
technology for carrying passengers and freight using road, railway, inland waterways, sea and air transport;
technology for multimodal transportation and logistics;
loading technology;
roads, railways;
airports, ports, transport terminals;
traffic safety and environment protection;
design, manufacture and exploitation of motor vehicles;
pipeline transport;
transport energetics;
fuels, lubricants and maintenance materials;
teamwork of customs and transport;
transport information technologies;
transport economics and management;
transport standards;
transport educology and history, etc.