PAPERS |
Yumeko MIYACHI, Kazuki TAMURA, Hiroaki SUZUKI, Kazuyuki SUZUKI
The purpose of this paper is to apply "CS portfolio analysis" to evaluation of railway service by the survey conducted for customers' satisfaction. We developed 100 items to evaluate the quality of railway services; extracted eleven factors from the analysis. In addition, we analyzed the degree of incidence over the satisfaction by illustrating two dimensions: a degree of satisfaction in the status quo, another degree of entire satisfaction by railway services. As a result, it was possible to grasp the advantage/disadvantage of the railway services. Especially in this research, analyses were also conducted based on the customers' genders and age groups.
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