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

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.