碩士 / 國立成功大學 / 高階管理碩士在職專班 / 97 / The purpose of this study is to investigate whether there are service quality gaps in Kaohsiung Harbor Bureau (KHB), the top international commercial port in Taiwan and an important container port in the world, through analyzing the qualitative data by means of PZB Model and SERVQUAL. Through questionnaires by harbor businessmen and KHB Management staff, researcher learned if there were gaps between harbor businessmen’s expectations and perceptions on service quality; gaps between perceptions of KHB management staff and expectations of harbor businessmen on service quality. In addition, by questionnaires from KHB first-level employees, researcher investigated KHB management staff and explored the gaps from three aspects: the service standard design, employee service, and external communication. In total, researcher received 163 questionnaires from harbor businessmen, 90 from KHB management staff and 193 from basic-level employees. After analyzing the data gained from those questionnaires through SPSS systems, researcher found:
1. There were significant gaps between expectations of harbor businessmen on KHB service quality and perceptions of KHB management staff on expectations of harbor businessmen. (Gap 1)
2. The KHB management staff designed employees’ operation standard and procedures based on harbor companies’ expectations on the service quality. (Gap 2)
3. The KHB employees could provide services to companies according to their operation standards and procedures. (Gap 3)
4. KHB could communicate well with their employees and harbor businessmen. (Gap 4)
5. There were considerable gaps between harbor businessmen’s expectations on KHB service and their perceptions. (Gap 5)
| Identifer | oai:union.ndltd.org:TW/097NCKU5457054 |
| Date | January 2009 |
| Creators | Yu-Ling Wu, 吳玉玲 |
| Contributors | Shuang-Shii Chuang, 莊雙喜 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 136 |
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