Applying the refined kano’s model in kaohsiung rapid transit system service quality evaluation  

Oleh:

Lai, Huei-Jiun ; Wu, Hsin-Hung

Jenis: Article from Proceeding
Dalam koleksi: International Symposium of Quality Management (ISQM) - Thinking in Quality: The Change and the Unchanged in the Economic Turmoil (Taipei, 6-7 November 2009), page 1-10.
Topik: service quality; SERVQUAL; Kano’s model; refined Kano’s model
Fulltext: A2-02.pdf (342.14KB)

Isi artikel

Kano’s model adapted by Yang (2005) can accurately categorize quality attributes and offer more precise information to decision making for organizations. With the scanty passengers, the Kaohsiung Rapid Transit Corporation (KRTC) gains a big loss. Attraction of passengers thus becomes the crucial. One pivotal way is providing excellent service. This paper uses SERVQUAL model to understand passengers’ perceived importance for the KRTS (Kaohsiung Rapid Transit System) services and applies refined Kano’s model to categorize the services into different quality attributes. The results can be the bases for the KRTC to improve quality and attract more passengers.

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