碩士 / 南臺科技大學 / 企業管理系 / 106 / Public transport is indispensable in our daily life. From the beginning of livestock transportation such as carts and carriages, to the industrial revolutionized train, transportation had greatly improved the convenience for human. It also promoted the development of human civilization, along with the economy. The rapid evolution and development, transportation is no longer a point-to-point link, it has been extended to a line to line connection,due to the trend of globalization. The comprehensive coverage of the transport network has become an irresistible rush to the modern society.
This study utilizes the public transportation of Tainan City to explore the frequency of service failures encountered by the public, and the degree of acceptability of various service recoverystrategy. Will this affect the general satisfaction level of the public users, and theirwillingness to return (re-ride)? Therefore, this study focuses on the service failures of Bureau of Transpiration of Tainan City’s website message board, sums up the frequency of the three aspects of transmission errors, demand errors, and staff misconduct, and designs related items of remedy. Remedial actions coverthe three aspects, including “distributive justice”, “procedural justice”, and “interactional justice”. Questionnaires were sent out to theusers of public transport in Tainan City.
A total of 430 questionnaires were sent out in this study. A total of 323 valid questionnaires were returned and the effective rate of recovery was 75.1%. Hierarchical regression analysis was mainly employed to validates research hypotheses. Through empirical analysis, the following conclusions have been drawn: (1) Among service failures and service recovery remedies, shown “distributive justice”, “procedural justice”, and “interactional justice”, and satisfaction level are positively correlated; (2) Different remedial actions have a positive impact on their related aspects; (3) The frequency of bus service failure has a significant negative effect on satisfaction level; (4) Acceptance of service remedial actions has a distracting effect on satisfaction level; (5) Service remedial actions has a significant positive effect on the user’s willingness to return (re-ride).
| Identifer | oai:union.ndltd.org:TW/106STUT0121054 |
| Date | January 2018 |
| Creators | WU, TZU-CHI, 吳姿季 |
| Contributors | 簡俊成 |
| 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 |
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