Kano Model-Based Thai Passenger Needs and Satisfactions Analysis for High-Speed Rail Service
Keywords:
Kano model, High speed rail, Logistics performanceAbstract
This study aims to analyze the passenger needs and satisfaction towards Thailand's high-speed rail service using Kano Model. The Kano Model is a methodology used to categorize customer requirements into five categories: attraction, one-dimension, must-haves, no differences, and reversal. The data were collected from high-speed rail passengers through a survey using a Kano's two-directional questionnaire. Accidental sampling was used in this study. The sample consisted of 374 responses gathered from an online questionnaire via Google Forms. This study suggested that essential attributes related to logistics performance, such as time, cost, and reliability should be prioritized in order to meet customer satisfaction. The findings revealed that there was a difference between the age groups (41-60 years old and younger) in terms of attributes, which is a much-have type in terms of reliability, including the exact train schedule, safety officers, and train cleanliness. In addition, this study provides in-depth information about the attributes affecting the passengers’ needs and satisfaction that the high-speed train service providers can improve their services to meet the passengers’ needs effectively
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