Service Quality Assessment and Optimization of High-Speed Railway Waiting Halls Using a Kano Model and Multidimensional Questionnaire Analysis

Buildings, Journal Year: 2025, Volume and Issue: 15(8), P. 1212 - 1212

Published: April 8, 2025

With the rapid development of high-speed railways, quality service in waiting halls railway stations has become a subject great concern. In order to clarify impact various elements on overall satisfaction associated with passenger stations, this study offers an in-depth exploration by considering physical environment (such as thermal environment, acoustic light and air quality), environmental design (including architectural design, route hygiene situations), facilities rest facilities, information safety features, commercial ticketing facilities). The uses combination online questionnaire on-site collect data, we ensured reliability validity research results through analyses. Kano model was used accurately identify demand attributes passengers for departure hall. Linear regression analysis conduct detailed quantitative relationship between influencing factors satisfaction, level each dimension systematically calculated quantify different satisfaction. Pearson correlation carefully explore correlations among reveal potential relationships. clearly depicts performance element. According classification model, Must-Have Quality (M) include quality, situation, facilities; Attractive (A) design; are classified One-Dimensional (O); Indifferent (I). Combined analysis, these were further determine focus element optimization. By clarifying their degree corresponding optimization direction is proposed.

Language: Английский

Public demand and optimization of smart government service platform from the perspective of service life cycle based on the Kano model: A Chinese case study

PLoS ONE, Journal Year: 2025, Volume and Issue: 20(4), P. e0319707 - e0319707

Published: April 23, 2025

Smart government is an effective way to promote innovation and public services. However, in China, there a mismatch between the development of smart service platform demands public. Therefore, this study aims clarify categories priorities services from life cycle perspective. Based on perspective, 29 were summarized. A self-designed questionnaire was designed distributed using "Jingtong" Beijing. 648 valid questionnaires collected, Kano model used analyze category attributes demands, traditional classification other two coefficient analysis methods prioritize demands. The collected shows that personal privacy should be prioritized as it prerequisite for widespread use Then, one-dimensional quality attractive satisfied such decision-making intelligent scheduling they are central capability leap Additionally, must-be information sharing demand, foundation Lastly, quick response demand transformed into types. This analyzes at various stages perspective cycle, based prioritization proposes targeted optimization strategies guide, interaction, processing, evaluation periods. provides important references overall construction government.

Language: Английский