Using kano's model to explore the wait service quality of THSR

Abstract

High speed railway has brought the benefit to the rapid development of national economic, the change of social structure, and the shortening of rural-urban divide so that the citizens in Taiwan present a new expectation of the transport service from THSR. High speed railway is an emerging industry in Taiwan that the operation still requires a period of time to meet the customer requirements and satisfaction. In this case, the important and improvement-needed wait service quality items require being comprehended so as to attract the customers and to enhance the service quality and the competition.

Keywords:

• Kano's Model
• two-dimension quality model
• wait service quality
• customer satisfaction
• Taiwan High Speed Rail Corporation (THSR)