IDEAS home Printed from https://ideas.repec.org/a/spr/ijoqin/v5y2019i1d10.1186_s40887-019-0033-9.html
   My bibliography  Save this article

An analysis of passengers’ ride needs of urban rail transit services: application of quality function deployment

Author

Listed:
  • Catherine Y. P. Chan

    (City University of Hong Kong)

  • Kwai-Sang Chin

    (City University of Hong Kong)

  • Candace Chan

    (City University of Hong Kong)

  • Kwok L. Tsui

    (City University of Hong Kong)

Abstract

This study aims to suggest using the interpretation type of deployment of quality function deployment (QFD) as a methodology to understand the passengers’ needs when they situate in the train cars of urban rail, using the East Rail Line (ERL) in Hong Kong as a case study. The result shows that behaved environment and safe stand are the two most important ride needs demanded by the everyday ordinary passengers of the rail line. In addition to this, the members of the study team reflected that the deployment process has greatly helped them on acquiring a thorough understanding of the passengers’ needs, which is very essential for deriving innovative solutions. Besides the rail company could make use of the case study for improving its train ride quality, the suggested methodology is applicable to understand the passengers’ ride needs of other kinds of public transport as well as the recipient needs of those public services that are of similar nature.

Suggested Citation

  • Catherine Y. P. Chan & Kwai-Sang Chin & Candace Chan & Kwok L. Tsui, 2019. "An analysis of passengers’ ride needs of urban rail transit services: application of quality function deployment," International Journal of Quality Innovation, Springer, vol. 5(1), pages 1-21, December.
    • Handle: RePEc:spr:ijoqin:v:5:y:2019:i:1:d:10.1186_s40887-019-0033-9
    DOI: 10.1186/s40887-019-0033-9
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1186/s40887-019-0033-9
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.
    File URL: https://libkey.io/10.1186/s40887-019-0033-9?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Dan Wan & Camille Kamga & Wei Hao & Aaron Sugiura & Eric B. Beaton, 2016. "Customer satisfaction with bus rapid transit: a study of New York City select bus service applying structural equation modeling," Public Transport, Springer, vol. 8(3), pages 497-520, December.
    2. Chin, Kwai-Sang & Yang, Qiang & Chan, Catherine Y.P. & Tsui, Kwok L. & Li, Yan-lai, 2019. "Identifying passengers’ needs in cabin interiors of high-speed rails in China using quality function deployment for improving passenger satisfaction," Transportation Research Part A: Policy and Practice, Elsevier, vol. 119(C), pages 326-342.
    3. Abenoza, Roberto F. & Cats, Oded & Susilo, Yusak O., 2017. "Travel satisfaction with public transport: Determinants, user classes, regional disparities and their evolution," Transportation Research Part A: Policy and Practice, Elsevier, vol. 95(C), pages 64-84.
    4. Celik, Erkan & Aydin, Nezir & Gumus, Alev Taskin, 2014. "A multiattribute customer satisfaction evaluation approach for rail transit network: A real case study for Istanbul, Turkey," Transport Policy, Elsevier, vol. 36(C), pages 283-293.
    5. Shen, Weiwei & Xiao, Weizhou & Wang, Xin, 2016. "Passenger satisfaction evaluation model for Urban rail transit: A structural equation modeling based on partial least squares," Transport Policy, Elsevier, vol. 46(C), pages 20-31.
    6. S.A. Oke & C.E. Ofiabulu & A.A. Banjo & O.G. Akanbi & F.A. Oyawale, 2008. "The combined application of Quality Function Deployment and Pareto analysis for hotel services improvement," International Journal of Productivity and Quality Management, Inderscience Enterprises Ltd, vol. 3(2), pages 241-262.
    7. Machado-León, José Luis & de Oña, Rocío & Baouni, Tahar & de Oña, Juan, 2017. "Railway transit services in Algiers: priority improvement actions based on users perceptions," Transport Policy, Elsevier, vol. 53(C), pages 175-185.
    8. Alphonsus Nwachukwu ALI, 2010. "An Assessment Of The Quality Of Intra-Urban Bus Services In The City Of Enugu, Enugu State, Nigeria," Theoretical and Empirical Researches in Urban Management, Research Centre in Public Administration and Public Services, Bucharest, Romania, vol. 5(6(15)), pages 74-91, May.
    9. Suman, Hemant K. & Bolia, Nomesh B. & Tiwari, Geetam, 2017. "Comparing public bus transport service attributes in Delhi and Mumbai: Policy implications for improving bus services in Delhi," Transport Policy, Elsevier, vol. 56(C), pages 63-74.
    10. Cristina ALPOPI & Cristina MANOLE, 2012. "Qualitative analysis of urban public transportation in Bucharest," Management Research and Practice, Research Centre in Public Administration and Public Services, Bucharest, Romania, vol. 4(2), pages 68-86, June.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Amirali Soltanpour & Mahmoud Mesbah & Meeghat Habibian, 2020. "Customer satisfaction in urban rail: a study on transferability of structural equation models," Public Transport, Springer, vol. 12(1), pages 123-146, March.
    2. Mandhani, Jyoti & Nayak, Jogendra Kumar & Parida, Manoranjan, 2020. "Interrelationships among service quality factors of Metro Rail Transit System: An integrated Bayesian networks and PLS-SEM approach," Transportation Research Part A: Policy and Practice, Elsevier, vol. 140(C), pages 320-336.
    3. Ni, Anning & Zhang, Chunqin & Hu, Yuting & Lu, Weite & Li, Hongwei, 2020. "Influence mechanism of the corporate image on passenger satisfaction with public transport in China," Transport Policy, Elsevier, vol. 94(C), pages 54-65.
    4. Luo, Qingyu & Bing, Xue & Jia, Hongfei & Song, Jinge, 2022. "An incentive subsidy mechanism for bus lines based on service level," Transport Policy, Elsevier, vol. 126(C), pages 1-13.
    5. Ghosh, Piyali & Ojha, Mohit Kr. & Geetika,, 2017. "Determining passenger satisfaction out of platform-based amenities: A study of Kanpur Central Railway Station," Transport Policy, Elsevier, vol. 60(C), pages 108-118.
    6. Yuning Wang & Zhe Zhang & Mengyuan Zhu & Hexian Wang, 2020. "The Impact of Service Quality and Customer Satisfaction on Reuse Intention in Urban Rail Transit in Tianjin, China," SAGE Open, , vol. 10(1), pages 21582440198, January.
    7. Gao, Yanan & Rasouli, Soora & Timmermans, Harry & Wang, Yuanqing, 2018. "Trip stage satisfaction of public transport users: A reference-based model incorporating trip attributes, perceived service quality, psychological disposition and difference tolerance," Transportation Research Part A: Policy and Practice, Elsevier, vol. 118(C), pages 759-775.
    8. Yuzhao Zhang & Jianqiang Wang & Wenjuan Cai, 2019. "Passengers’ Demand Characteristics Experimental Analysis of EMU Trains with Sleeping Cars in Northwest China," Sustainability, MDPI, vol. 11(19), pages 1-17, September.
    9. Ahmad Nazrul Hakimi Ibrahim & Muhamad Nazri Borhan & Nur Izzi Md. Yusoff & Amiruddin Ismail & Muhamad Razuhanafi Mat Yazid & Nor Aznirahani Mhd Yunin & Sotaro Yukawa, 2021. "Gender and Age Do Matter: Exploring the Effect of Passengers’ Gender and Age on the Perception of Light Rail Transit Service Quality in Kuala Lumpur, Malaysia," Sustainability, MDPI, vol. 13(2), pages 1-18, January.
    10. Panuwat Wisutwattanasak & Thanapong Champahom & Sajjakaj Jomnonkwao & Manlika Seefong & Kestsirin Theerathitichaipa & Rattanaporn Kasemsri & Vatanavongs Ratanavaraha, 2023. "Modeling Extended Service Quality for Public Transportation in the Post-Pandemic Period: Differentiating between Urban and Rural Areas: A Case Study of Intercity Railway, Thailand," Logistics, MDPI, vol. 7(4), pages 1-24, December.
    11. Guirao, Begoña & García-Pastor, Antonio & López-Lambas, María Eugenia, 2016. "The importance of service quality attributes in public transportation: Narrowing the gap between scientific research and practitioners' needs," Transport Policy, Elsevier, vol. 49(C), pages 68-77.
    12. Raky Julio & Andres Monzon & Yusak O. Susilo, 2024. "Identifying key elements for user satisfaction of bike-sharing systems: a combination of direct and indirect evaluations," Transportation, Springer, vol. 51(2), pages 407-438, April.
    13. Ahmad Nazrul Hakimi Ibrahim & Muhamad Nazri Borhan & Mohd Haniff Osman & Faridah Hanim Khairuddin & Nur Mustakiza Zakaria, 2022. "An Empirical Study of Passengers’ Perceived Satisfaction with Monorail Service Quality: Case of Kuala Lumpur, Malaysia," Sustainability, MDPI, vol. 14(11), pages 1-17, May.
    14. Chee, Pei Nen Esther & Susilo, Yusak O. & Wong, Yiik Diew, 2020. "Determinants of intention-to-use first-/last-mile automated bus service," Transportation Research Part A: Policy and Practice, Elsevier, vol. 139(C), pages 350-375.
    15. Md. Nazmul Huda Naim & Mohammed Sarfaraz Gani Adnan & Ashraf Dewan & Khatun E. Zannat, 2022. "Assessing the performance of public transport services in a developing country: A case study using data envelopment analysis," Growth and Change, Wiley Blackwell, vol. 53(1), pages 377-409, March.
    16. Rong, Rui & Liu, Lishan & Jia, Ning & Ma, Shoufeng, 2022. "Impact analysis of actual traveling performance on bus passenger’s perception and satisfaction," Transportation Research Part A: Policy and Practice, Elsevier, vol. 160(C), pages 80-100.
    17. Sun, Fan & Jin, Minjie & Zhang, Tao & Huang, Wencheng, 2022. "Satisfaction differences in bus traveling among low-income individuals before and after COVID-19," Transportation Research Part A: Policy and Practice, Elsevier, vol. 160(C), pages 311-332.
    18. Eldeeb, Gamal & Mohamed, Moataz, 2020. "Quantifying preference heterogeneity in transit service desired quality using a latent class choice model," Transportation Research Part A: Policy and Practice, Elsevier, vol. 139(C), pages 119-133.
    19. Eneko Echaniz & Chinh Ho & Andres Rodriguez & Luigi dell’Olio, 2020. "Modelling user satisfaction in public transport systems considering missing information," Transportation, Springer, vol. 47(6), pages 2903-2921, December.
    20. Yuan, Yalong & Yang, Min & Feng, Tao & Rasouli, Soora & Li, Dawei & Ruan, Xinpei, 2021. "Heterogeneity in passenger satisfaction with air-rail integration services: Results of a finite mixture partial least squares model," Transportation Research Part A: Policy and Practice, Elsevier, vol. 147(C), pages 133-158.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:ijoqin:v:5:y:2019:i:1:d:10.1186_s40887-019-0033-9. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.