Since Taipei city has limited land resource that leads all inter-city bus industries excessive established terminals in one focus location and generate crowded phenomenon. A passenger transfer facility was born to assist the city to solve this phenomenon and alleviate the growing inter-city transportation volume, further integrates various transportation modes and public transports. To view and continually improve the quality of service provided to passengers, conducted a comprehensive evaluation is necessary. In tradition, the research of transportation terminal quality of service mostly explore by using statistical method which does not aim on passengers’ perception toward transfer facilities’ quality of service. In this study, the integration of Kano’s Model and Quality Function Deployment (QFD) methods are applied to identify the quality service’s attribute and strength provided by transfer facilities. Categorized the service qualities based on passengers’ different needs help transfer facilities to understand passengers’ demand in different levels, and set their needs as the goal of improving the quality of service to provide management or government agencies as a reference, and enhance the overall efficiency of public transport.
In this study, Kano’s model is used to determine the needed characteristics of service quality from transfer facilities’ passenger and obtain the classification of quality of service’s attributes, further understand the factors that passengers emphasize toward quality of service. Import the integration of combining the result of Kano’s model and Functional requirement into QFD, also according to the result of expert questionnaires, a relationship matrix in house of quality can be constructed. Moreover, use quality attribute ranking to standardize weights and weighted Kano''s quality. Last, expand house of quality to analyze the importance and needs of service quality that Taipei Bus Station provides to passengers, and sort the quality of service techniques listed in this case to understand the priority of improving functional requirements.
According to the result of Kano’s model, passengers consider the main factor of services provided by Taipei Bus Station can be divided into two categories: "must-be quality element" and "indifferent quality element", which shows passengers are indifferent to the services provided by transfer facilities. After importing QFD, the top five factors that Taipei Bus Station should improve in quality of service are prioritized as follows: Sign", "Routes Planning", "Space Design Optimization", "Emergency Treatment" and "Environmental Comfort".
Some recommendations are indicated according to the analysis results from above. First, in “Signs” aspect, Taipei Bus Station is suggested to organize, normalize and precise the indicators, also remove the excess marks to prevent passengers’ confusion and uncertainty. Second, in “Routes Planning” and “Space Design Optimization”, the line up path, moving route and furnishing all facilities in the space can have more efficient organization to reduce spatial extent of crowding and congestion. Third, “Emergency Treatment”, to deploy more staff or strengthen personnel training methods is the way to improve. Last, in “Environmental Comfort” aspect, the improvement of hardware capacities and maintain existing environmental cleanliness can enhance the Taipei Bus Station’s quality of service; moreover, achieving improve the passenger perception on the terminal and the willingness to enhance reuse.