Institute of Transportation, MOTC

       Tourism has been one of the important industries, yet it is currently facing the sustainability related issues due to the climate change. With the popularity of the world under the rail tourism, rail tourism has developed as local tourism characteristics. While rail operators face competition of the high-speed railway, highway buses and other transportation modes, in addition to enhancing the quality of services can also actively promote diversification towards rail tourism to increase their revenues. Therefore, the development of tourism can be taken as a new opportunity for the railway. How to develop the service model of rail tourism, and so that it can fully meet the needs of customers is an important issue. This study investigates the quality of the service elements of rail tourism with the customer-oriented perspectives. Specifically, in order to develop service models that meet the needs of customers, the Kano model is utilized to classify the service quality attributes of rail tourism and to understand the impact on customers’ satisfaction, helping the service improvement and innovate new services for rail tourism to satisfy customers.