文献类型：会议论文

英文题名：On customer satisfaction of school bus based on Kano model: A case study in Shanghai

作者：Xu, Ruo-Yu[1]; Zheng, Rui[1]; Jiang, Ling-Yu[1]; Yan, Hong-Bin[1]

机构：[1] School of Business, East China University of Science and Technology, Meilong Road 130, Shanghai, 200237, China

会议论文集：2016 13th International Conference on Service Systems and Service Management, ICSSSM 2016

会议日期：June 24, 2016 - June 26, 2016

会议地点：Kunming, China

语种：英文

外文关键词：Customer satisfaction - Buses

摘要：As the use of school buses is becoming more and more extensive, schools and bus service providers begin to pay more attention to the development of school buses, they need to improve the school buses to meet students' requirements. Studying the factors which affect satisfaction or dissatisfaction of students and finding ways to improve satisfaction as well as to reduce dissatisfaction is of vital importance. To summarize students' needs and classify attributes of school buses, the Kano model is used to analyze school buses of East China University of Science and Technology. Three approaches to Kano model are used to categorize the school buses attributes as must-be quality, one-dimensional quality, attractive quality and indifferent quality. By using the rule M>O>A>I, schools and bus service providers could decide the priorities of different attributes to improve satisfaction of students according to the result. ? 2016 IEEE.