基于Kano模型的高铁动卧列车女性包房需求研究  

Research on the Demand for Female Compartments in High Speed Railway Sleeper Trains Based on the Kano Model

作　　者：杨光 宋骞 张振东 YANG Guang;SONG Qian;ZHANG Zhendong(Shanghai Passenger Transport Section,China Railway Shanghai Group Co.,Ltd.,Shanghai 200071,China)

机构地区：[1]中国铁路上海局集团有限公司上海客运段,上海200071

出　　处：《铁道运输与经济》2024年第3期72-77,98,共7页Railway Transport and Economy

摘　　要：为满足新时代女性多层次、个性化出行的需求,改善女性旅客乘坐高铁动卧列车的乘车体验,通过对高铁动卧列车女性包房进行研究,分析设立女性包房后旅客需求的影响因素。首先针对女性旅客旅行需求,从购票方式、旅行时间、车厢环境、服务设施、服务态度、增设项目6个维度设计问卷,通过信度效度检验后,采用Kano模型对旅客需求的属性类别划分为4类;其次利用Better-Worse满意度指数分析法确定用户需求重要度排序,认为女性包房需要满足购票方式、车厢环境、服务设施与增设服务4项需求;最后根据需求分析结果细化为8项具体功能,并在上海至广州的3对动卧列车上进行为期3周的试点,对旅客需求与列车功能的匹配度进行验证。研究结果可为探索高铁动卧列车女性旅客个性化服务提供参考和借鉴。In order to meet the demand of women for multi-level and personalized travel in the new era and improve the riding experience of female passengers on high speed railway sleeper trains,this paper analyzed the influencing factors of passenger demands after the establishment of female compartments through the research on female compartments of sleeper trains.Firstly,in consideration of the travel needs of female tourists,a questionnaire was designed in six dimensions:ticket purchase mode,travel time,carriage environment,service facilities,service attitude and additional items.After the reliability and validity test was passed,the Kano model was used to classify the attribute categories of the passenger demand for female compartments into four categories;secondly,the Better-Worse satisfaction index analysis method was adopted to sequence the importance of user needs,leading to the belief that female private rooms need to meet the four needs involving ticket purchase mode,carriage environment,service facilities and additional services.Finally,according to the demand analysis results,it was divided into eight specific functions,with a three-week pilot carried out on three sleeper trains from Shanghai to Guangzhou,verifying the matching degree between passenger demand and train function.The results can provide a reference for exploring personalized services for female passengers on high speed railway sleeper trains.

关 键 词：高铁动卧列车 女性包房 KANO模型 需求分析 功能匹配 

分 类 号：U292.914[交通运输工程—交通运输规划与管理]