A Study On Service Quality, Customer Satisfaction and Post-purchase Behavior of ETC in Taiwan Freeway

• Main Authors: Tseng Hui-Chen, 曾惠甄
• Other Authors: Chen Wu-Cheng
• Format: Others
• Language: zh-TW
• Published: 2007
• Online Access: http://ndltd.ncl.edu.tw/handle/31066896849773284938

碩士 === 中華大學 === 經營管理研究所 === 95 === Taiwan’s ETC started in February 10, 2006. Then there were so much negative critic about ETC so that people don’t intend to use it. Up to May 2007, there were only 310,000 ETC users, ETC group needs a lot of hard-works if the goal which most of freeway users will use ETC in 2010 is to be reached. The ETC is a regulated business, there are many constraints to increases of its users. This study was aimed to investigate factors influencing post-purchase behavior and their relations among service quality, post-purchase behavior and customer satisfaction and to find the solutions to ease some constraints. This study focused on individual ETC users and non-ETC users using survey method. Total 496 valid questionnaires (i.e. 255 from ETC users and 241 from non-ETC users) were collected. In data analysis, the statistics methods such as Paired-Samples t Test、Factor Analysis、Cluster Analysis、Correlation Analysis、Regression Analysis、Path Analysis、Chi-Square Test、One-way ANOVA and Draw a Service Property were used. The findings and results of this study are as follows： 1. Partial significantly difference between the expectation and awareness on service quality of ETC. 2. Positive relationship reflected by service quality vs. overall customer satisfaction and post-purchase satisfaction and post-purchase satisfaction. 3. Partial significantly difference between ETC user and non-ETC users service quality of ETC. 4. Factors such as education levels, vehicle classifications user, user types have significantly difference on service quality, overall customer satisfaction and post-purchase satisfaction. 5. About potential users of ETC in future, this study shows that the users, who care less about quality, take advice from relatives or friends, and others users, who care about quality, pay attention or actual benefit such as “saving traffic time” or “saving gasoline consumption”.