碩士 / 國立海洋大學 / 航運管理學系 / 90 / The main purpose of this study is to develop service quality and satisfaction elements of stevedores company in Taiwan. In addition to the review of literature, we interviewed the officials in the harbor bureau and several researchers in this field. Based on 33 elements that were found, the study applied factor analysis to construct four factors for service quality and four factors for satisfaction of stevedores. The study further applied ANOVA method to check whether each factor exited significant differences among different customers. Finally, 33 elements were distributed into four quadrants by matrix analysis. It is useful for resource distribution of stevedores company to improve service quality and satisfaction.
| Identifer | oai:union.ndltd.org:TW/090NTOU0301022 |
| Date | January 2002 |
| Creators | 宋益進 |
| Contributors | 梁金樹 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 94 |
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