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博碩士論文 etd-0621100-033418 詳細資訊
Title page for etd-0621100-033418
論文名稱
Title
台北大眾捷運系統服務品質與顧客滿意度之研究
none
系所名稱
Department
畢業學年期
Year, semester
語文別
Language
學位類別
Degree
頁數
Number of pages
107
研究生
Author
指導教授
Advisor
召集委員
Convenor
口試委員
Advisory Committee
口試日期
Date of Exam
2000-06-02
繳交日期
Date of Submission
2000-06-21
關鍵字
Keywords
捷運、服務品質、SERVQUAL、顧客滿意、期望失驗模式、美國顧客滿意度指數模式、線性結構關係模式
expectancy-disconfirmation model, customer satisfaction, service quality, SERVQUAL, ACSI, LISREL
統計
Statistics
本論文已被瀏覽 5654 次,被下載 6125
The thesis/dissertation has been browsed 5654 times, has been downloaded 6125 times.
中文摘要
隨著經濟日趨發展,第三部門服務業在整體國家產業結構上所佔的比例將逐年的提升,服務業在產業結構中所扮演的角色是國家經濟發達與否的象徵。顧客滿意度與服務品質皆是維繫服務業生存與未來獲利能力的重要指標,使得「服務品質」與「顧客滿意度」的研究格外使人重視。自從台北捷運系統通車以來,開啟了台灣的大眾運輸歷史的新紀元,台北捷運所提供便利、迅速的交通運輸服務,改善台北都會區的交通狀況,已成為台北都會區生活中不可或缺的一環。因此,台灣各大都會區也紛紛起而效尤,舉凡高雄、台中、台南開始著手興建都會區捷運的計畫,故發展大眾捷運系統將是未來台灣都會區大眾運輸的主要趨勢。
本研究以顧客滿意與服務品質的觀點與理論為基礎,分別以『期望-失驗』模式與『美國消費者滿意度指數(ACSI)之前因模式』之顧客滿意度衡量模式,結合PZB之服務品質SERVQUAL量表,以台北大眾捷運系統作為實證研究對象,探討台北捷運系統之服務品質與顧客滿意度因素,並運用線性結構關係模式(LISREL)為分析工具,建立服務品質與顧客滿意度整合性模式,以驗證與修正服務品質與顧客滿意度模式,應用於衡量大眾運輸系統服務品質之適用性。本研究成果如下:
(1) 影響顧客滿意度的關鍵因素:在『期望-失驗』模式中,知覺績效是唯一且直接影響顧客滿意的因素,且台北捷運系統本身亦具有『耐久財』之產品屬性,故此結果能應證以Churchill & Surprenant(1982)提出之顧客滿意『績效直接評量模式』結論,亦即已績效直接評量模式做為台北捷運顧客滿意度衡量模式為式。在ACSI前因模式中,知覺績效與知覺價值為影響顧客滿意的關鍵因素。
(2) 由上述得知:橫逛課滿意以『知覺績效』最為重要,根據知覺績效腐物品質分析結果,針對『車站設置位置』、『發生故障頻率』、『周邊停車系統』、『捷運公司危機管理能力』、『公車轉乘系統』提出改善建議。
(3) 在顧客人口特徵影響顧客滿意的顯著因素有二:『居住地點』:台北縣市居民之顧客滿意高於台北縣市以外之居民;『搭乘目的』以上下班為搭乘目的之顧客滿意度高於以『休閒旅遊』為目的之顧客。另外各捷運路線之顧客滿意無明顯差異,顯示各路線之服務品質一致。

關鍵字:捷運、服務品質(service quality)、PZB服務品質量表(SERVQUAL)、顧客滿意度(customer satisfaction)、期望-失驗模式(expectancy-disconfirmation model)、美國顧客滿意度指數模式(ACSI)、線性結構關係模式(LISREL)

Abstract
none
目次 Table of Contents
第一章 緒論......................................1
1.1 研究背景..................................1
1.2 研究動機..................................2
1.3 研究目的..................................3
1.4 研究流程..................................4
第二章 文獻回顧..................................6
2.1 服務品質..................................6
2.2 顧客滿意.................................19
2.3 服務品質與顧客滿意之整合.................31
2.4 大眾捷運系統相關服務績效指標整理.........34
第三章 研究設計.................................39
3.1 研究架構.................................39
3.2 研究假設.................................43
3.3 問卷設計與修訂...........................44
3.4 資料分析方法.............................47
第四章 研究結果與分析...........................56
4.1 服務品質構面之信效度分析.................56
4.2 敘述性統計分析...........................59
4.3 顧客滿意度之期望失驗模式之驗證...........70
4.4 顧客滿意之美國顧客滿意指數前因模式之驗證.82
第五章 研究結論與建議...........................90
5.1 研究結論.................................90
5.2 台北大眾捷運系統之改進建議...............92
5.3 研究限制與建議...........................95
參考文獻........................................97
附錄...........................................102
參考文獻 References
中文部份
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英文部份
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