碩士 / 國立交通大學 / 管理學院碩士在職專班運輸物流組 / 98 / Behind the transportation service, the safe, punctual and comfort ride deliverd by the railway companies are always available to ensure the service level can satisfy with the requirement for passenger service. Reference is made to PZB model, SERVQUAL measurement, the service quality gap will be evaluated through the study of service blueprints and service encounters of passenger delivery, be tested by the questionary. It is to facilitate the understanding of the expected and percepted service level from the passengers. At last, according to the research of Gap 1 and Gap 5 for the service quality of passenger delivery by S company, the feasible measures to eliminate the gap to improve the passenger complaints will be taken.
| Identifer | oai:union.ndltd.org:TW/098NCTU5725002 |
| Date | January 2010 |
| Creators | Tsai, Shou-Te, 蔡守德 |
| Contributors | Feng, Cheng-Min, 馮正民 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 98 |
Page generated in 0.0013 seconds