published_or_final_version / Business Administration / Master / Master of Business Administration

by Tse Kwong Keung. / Pages 52-56 and 74 in clear holder. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1998. / Includes bibliographical references (leaf 99). / Questionnaries in English and Chinese. / ABSTRACT --- p.ii / TABLE OF CONTENTS --- p.ii / LIST OF ABBREVIATIONS --- p.v / LIST OF APPENDICES --- p.vi / LIST OF TABLES --- p.vii / LIST OF EXHIBITS --- p.ix / PREFACE --- p.x / Chapter / Chapter I. --- INTRODUCTION --- p.1 / Title of the Project --- p.1 / Terms of Reference --- p.1 / Objective --- p.2 / Chapter II. --- BACKGROUND --- p.4 / Overview of the Octopus System --- p.4 / Overview of the Octopus System Bus Equipment --- p.6 / Fare collection system on LRT Feeder and Auxiliary Bus Routes --- p.9 / Pre-Octopus Fare Collection System --- p.9 / New Fare Collection System with the Introduction of Octopus System --- p.10 / Implementation Measures --- p.11 / Implementation Measures to Prepare Passengers to Use Octopus System on Buses --- p.11 / Implementation measures - CSL --- p.11 / Implementation measures - LRT --- p.13 / Implementation Measures to Prepare Staff to Launch Octopus System on Buses --- p.14 / Chapter III. --- METHODOLOGY --- p.16 / Sources of Information --- p.16 / The Questionnaire Surveys --- p.17 / Questionnaire Survey for LRT Bus Passengers --- p.17 / Questionnaire Survey for LRT Bus Traffic Staff --- p.18 / Data Analysis Tools --- p.19 / Chapter IV. --- FINDINGS --- p.20 / Literature Review --- p.20 / The Systems Development Cycle --- p.20 / The Systems Development Cycle of Octopus System in LRT Buses --- p.24 / Systems Implementation Measures Getting People Ready to Use the New System --- p.25 / Measures of gaining acceptance by passengers and staff --- p.26 / Measures of obtaining passengers and staff performance --- p.29 / Education and training --- p.30 / Performance aids --- p.32 / Findings from Questionnaire Survey for LRT Bus Passengers --- p.33 / Demographic Profile --- p.33 / Effectiveness of Promotion Channels on Octopus Card to Passengers --- p.33 / Number of Trips on LRT Buses Per Week by Respondents --- p.34 / Fare Paying Methods of Respondents --- p.34 / Competence of Respondents in Using Octopus Card on Buses --- p.35 / Most Effective Methods to Educate Passengers on Octopus Card Usage --- p.36 / Findings from Questionnaire Survey for LRT Bus Traffic Staff --- p.36 / Demographic Profile --- p.36 / Personal Computer Experience Prior to Octopus Bus Equipment Training --- p.37 / Evaluation of DDU Operations Training Course --- p.37 / Staff Perceived Level of Competence to Operate the DDU During Octopus System Launching --- p.38 / Measures Proposed by Staff to Enhance Competence to Operate the DDU --- p.39 / Evaluation of BDC Operations Training Course --- p.39 / Staff Perceived Level of Competence to Operate the BDC During Octopus System Launching --- p.40 / Measures Proposed by Staff to Enhance Competence to Operate the BDC --- p.41 / Chapter V. --- CONCLUSIONS AND RECOMMENDATIONS --- p.42 / Strengths of Implementation Measures on Passengers --- p.42 / Weaknesses of Implementation Measures on Passengers --- p.43 / Recommendations of Implementation Measures on Customers --- p.44 / Strengths of Implementation Measures on Staff --- p.46 / Weaknesses of Implementation Measures on Staff --- p.47 / Recommendations of Implementation Measures on Staff --- p.48 / APPENDICES 1-11 --- p.50 / TABLES 1-18 --- p.75 / EXHIBITS 1-6 --- p.93 / BIBLIOGRAPHY --- p.99

The purpose of this project is to determine National Insurance Company Limited (NAT) customer preferences for using claims systems via the Internet.