Abstract
Objective: To further perfect service design of “rail to air transfer” mode at Beijing Daxing Airport, optimize the transfer flow and improve passengers’ “door to door” transfer experience. Method: Quality function deployment (QFD) method was introduced into the optimization process of service design. Firstly, the user demand for current “rail to air transfer” mode was collected through questionnaire survey and interview method, followed by analysis and classification using KJ method, user demand weight was determined via analytic hierarch process (AHP) method, the correlation between user demand and design elements was quantitatively evaluated through QFD method, and house of quality (HOQ) was constructed to complete the transformation from user demand into design elements. In the end, service contact analysis was implemented according to obtained parameters, the suggestions for improvement were proposed and the service optimization blueprint was constructed. Conclusion: Starting from user demand, QFD method was integrated with service design to optimize and innovate the service design of the existing “rail to air transfer” mode at Daxing Airport. This study has provided a new strategy and method for improving transfer service and user experience.
Highlights
With flourishing growth of aviation industry and rail traffic in recent years, some core airport hubs in China have started transiting from single civil aviation traffic into a comprehensive passenger transportation hub integrating civil aviation, road and rail traffic [1]
As for how to improve “rail to air transfer” user experience, Quality function deployment (QFD) and service design method were combined in this study
Starting from passenger demand, demand weights were determined via analytic hierarch process (AHP) method, and house of quality (HOQ) was constructed to realize demand transformation
Summary
With flourishing growth of aviation industry and rail traffic in recent years, some core airport hubs in China have started transiting from single civil aviation traffic into a comprehensive passenger transportation hub integrating civil aviation, road and rail traffic [1]. Adhering to the “people-oriented” concept of transportation is an important origin of force for improving service level and operating efficiency, and integrating transportation resources [2]. Among theories regarding transfer at comprehensive passenger transport hub, few literature have investigated “rail to air transfer” passenger service design and user experience of transfer passengers. To solve this problem, Beijing Daxing International Airport Comprehensive Hub taken as the study object, the “rail to air transfer” mode of Daxing Airport was analyzed based on QFD and combining the service design concept. QFD is a user-centered design quality improvement method proposed by scholars Mizuno and Akao [3]. This research is carried out mainly using two methods: service contact point and service blueprint
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