Applying the Kano model to investigate the quality of transportation services at mega events

Mu-Chen Chen, Chia-Lin Hsu and Chun-Han Huang

Journal of Retailing and Consumer Services, 2021, vol. 60, issue C

Abstract: The opportunity to host international sporting events is an important milestone for advanced countries, and transportation services play a significant role at such events. This study applies the Kano model to evaluate passengers’ satisfaction with each service element at a mega event. Furthermore, it explores various transportation modes (i.e., buses and cars) according to passenger group (collectively and individually), and accordingly, ranks service elements requiring improvement. The findings show that sufficient transportation services to the desired destination are considered a fundamental service at a mega sport event. Although the ability of drivers to communicate in English is neither demanded nor anticipated, they are expected to be friendly towards passengers. Compared with car passengers, bus passengers place greater value on clear transportation information, sufficient transportation frequency, and other internet-related functions such as free Wi-Fi on the bus and free apps for transportation reservations and destination navigation. Good complaint management, straightforward reservation systems, vehicle tidiness, sufficient transportation frequency, and clear transportation information are considered critical services. Organizers must therefore prioritize these services for improvement.

Keywords: Kano model; Transportation service; Mega-event; Satisfaction (search for similar items in EconPapers)
Date: 2021
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Citations: View citations in EconPapers (8)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:60:y:2021:i:c:s0969698921000084

DOI: 10.1016/j.jretconser.2021.102442

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