碩士 / 國立海洋大學 / 航運管理學系碩士在職專班 / 91 / Historically, marine transport plays an important role in the movement of passenger and cargoes between Taiwan and off shore islands. Due to less economy of scale as well weak willing in operation, the regular services sailing between Taiwan and off shore islands have normally been positioned to support public policy with the aid of subsidy scheme from the administrative unit. The question, which would be raised from such a load imposed from public policy, is whether operators would neglect or fail to do what they shall do actively even passively. Additionally, in viewed economy and society of Taiwan has been drastically changed, it would be concerned, no matter in operation sector or administration sector, that those services together facilities traditionally served can meet customers’ need in well response to current macro environmental shift.
Many studies at the field of service quality assessment have been worked on manufacturing and service sector, however, few focuses on Taiwan coastal marine transportation sector. This paper proceeds an empirical study at M/V Tai Hwa regularly serving on Kaohsiung — Makung transport and designs twenty five service items to examine customers’ appraisal on service provision. Well oriented on customer appraisal, the paper constructs a model assessing quality fundamentals, which would be a basis for applying quality function development. With the analytical process of quality function development, the paper systematic transforms the voice of customers into managerial language and workable improvement procedures which would be applicable for operators to construct solid proposal to upgrade overall service quality and assure its competitiveness.
Some conclusions have been made and summarized through the empirical study. The service level customers recognized for all twenty-five service items are lower than customers’ expected level. It implies the existing services offered by the operator allow an ample room in improvement. In quality priority ranking based on highest importance, this paper concludes service attitude、service information、customer claim deals、environmental comfort and ticketing system being top five fundamentals.
Finally, the paper also proposes some suggestions to be strategically executed relevant improvement measurements on top five fundamentals. From this empirical study, this paper also witnesses that quality function development is a state-of-art and could be applicable to assess service quality of coastal maritime passenger transport.
| Identifer | oai:union.ndltd.org:TW/091NTOU1301006 |
| Date | January 2003 |
| Creators | Susan S. F. Huang, 黃淑芬 |
| Contributors | Mr. G. S. Liang Ph. D., 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 | 64 |
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