Using Kano Two-Dimensional Model to Analyze the Attributes of Rehabilitation Bus Service Quality for the Disabled

Abstract

The Taiwanese population of disabled and elderly has grown considerably in recent years. The government has accordingly actively improved public transportation services to meet the growing demands of the elderly and the disabled. However, there is very limited knowledge on the essential service attributes that the disabled/elderly expect and desire. The purposes of this study are to investigate the services desired by the disabled/elderly and to classify the service attributes of rehab buses. The investigator created the questionnaire to collect the subjective assessment from the voluntary respondents in northern Taiwan. The questionnaire has two parts, the socioeconomic information of the respondents and their assessment of service requirement. There were 149 valid samples collected. This study adopted Kano two-dimensional quality model to investigate the users' needs on twenty service attributes of rehab buses. The results indicated that 1) ease of reserving a ride, 2) compliance with safety regulation, 3) punctual pickup, 4) attentiveness and promptness of bus drivers were the most desired attributes. The least desired attribute was ridesharing arrangement, which, however, did not affect the satisfaction of the disabled/elderly respondent's with the service. It implies that the disabled/elderly did not resist sharing a ride with others. Ridesharing appears to be an effective measure to alleviate the problem of current supply of rehab buses. Copyright (C) 2019, Taiwan Society of Geriatric Emergency & Critical Care Medicine.