碩士 / 國立高雄第一科技大學 / 運籌管理所 / 96 / Abstract
The completion of Taiwan High Speed Railway is an essential milestone for Taiwan Transportation Industry, directly and indirectly affecting the development of economy between cities. If the Service Quality of Taiwan High Speed Railway Corporation (THSRC) can be improved, THSRC will accordingly create more strength in competing with other transportation business, increase the occupancy of the market, and raise the efficiency as well as productivity. Hence, reducing the gap between what the customers expect and what THSRC provide represents the improvement of THSRC service quality.
Service Quality is an ambiguous concept and difficult to be measured. Most of the previous studies focus on analyzing the characteristic of quality service or on analyzing the gap of service quality. My study focus on evaluating the gap of service quality, using P.Z.B model and SERVQUAL, to analyze the gap between what customers expect and what THSRC staffs provide by adopting fuzzy function. By doing this, the feedbacks from THSRC customers are categorized into “satisfied”, “normal”, and “not satisfied”.
Based on the conclusion of this study, the feelings from the customers are obviously different from what THSRC staffs think it should be. In addition, what the customers expect is different from what they feel after riding HSR. Among the services that THSRC provide on trains, the service of “tangible“ has the best ranking and the service of “responsiveness“ is the worse case. Among the services that THSRC provide at stations, the service of “tangible “ has the best ranking and the service of “empathy“ is the worse case.
The result shows that, overall speaking, THSRC service quality is between “satisfactory” and “Normal”. Besides, this study indicates which service is more efficient as far as raising the degrees of customer satisfaction. According to the weight of different categories, the study list out the improvement objects for THSRC.
| Identifer | oai:union.ndltd.org:TW/096NKIT5682013 |
| Date | January 2008 |
| Creators | Shuo-chung Sun, 孫碩聰 |
| Contributors | Yung-hsiang Cheng, Ta-hui Yang, 鄭永祥, 楊大輝 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 133 |
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