A Study on Improving Railway Freight Customer Satisfaction Based on Improved Kano Model

Abstract

In the process of high-speed development of railway freight, it is a vital means to increase the market share of enterprises and achieve business objectives by improving customer satisfaction. Based on the existing literature and documents, the revised Berger satisfaction evaluation index was used to improve the Kano model, and the subjective and objective weight assignment method was combined to identify and classify the demand factors affecting customer satisfaction in this paper. According to the final weight ranking results, targeted improvement suggestions for various categories of demand indicators was put forward, which can provide a scientific method and a theoretical basis for the improvement of railway freight customer satisfaction.