Improve Service Quality Gaps in Scheduled Bus Service on National Freeway-Take A Company as a Case

• Main Authors: Hsung-Cheng Lin, 林軒正
• Other Authors: William Jen
• Format: Others
• Language: zh-TW
• Published: 2002
• Online Access: http://ndltd.ncl.edu.tw/handle/55018637730905957936

碩士 === 國立交通大學 === 運輸科技與管理學系 === 90 === Before 1995, only Taiwan Motor Company and United Highway Bus Company had scheduled freeway bus business in Taiwan. After opening, different routes for different companies to run business was intending to enhance the service quality by introducing competition to the market. Those new companies, unlike the old ones, did not have the competitive advantage of the economies of scale. Therefore, in order to survive, they have to pursue a better service quality. In this study, we picked a new company as a case and applied service quality conceptual model as well as service quality extended model as our references. We attempt to discuss the service quality of the case company by use questionnaire survey method. Besides, we looked into four service quality gaps to see whether these gaps significantly exist or not. We found that the reliability and validity of modified scales of service quality and related factors are acceptable. In service quality gaps, all items of service quality (gap 5) are significantly exist, and there are also a few items of gap 1 to gap 4 being significantly exist. The worst gaps of these gaps are gap 4 (between external communication and service delivery), and gap 3 (employees do not delivery to service quality standards). The second worse one is that managers do not select right service standards (gap 2). The minor problem is that managers do not know clearly what customers expect (gap 1). Among all the affect factors, "Employee-Job Fit", "Technology-Job Fit", and "Role Conflict" have the most significant effect. At last, we proposed suggestions according to the affect factors of each gap to improve the case company's management problem.