| Summary: | 碩士 === 朝陽科技大學 === 企業管理系碩士班 === 95 === Although other advanced countries already have HSR work, Taiwan HSR runs in the beginning of this year. It brings some benefits which can enhance the development of Taiwan economically and the change of the social structure, and shorten the distance between the north and the south. So, Taiwan public will have some expectations on the service of HSR in the coming future. HSR, a new-born industry, needs some time to work on the track, but as for customers’ needs and satisfaction, it has to figure out which wait service quality is more important and needs to be improved. Also, it is necessary to strengthen and provide these important items to it’s costumers in order to help the company to promote it’s service efficiency and competition power as well as attract the customers to visit.
The study classifies the elements of the wait service quality of HSR by Kano’s model. Besides, it makes use of relatively numerous methods to classify these elements as five: attractive element, must-be element, one-dimensional element, indifferent element, and reverse element. After surveying by questionnaires, the research concludes as follow:
1.among 33 quality elements discussed, there are 18 must-be, 14 one dimensional, and 1 indifferent elements, and most of them are with bi- dimension quality character.
2.in demographic variance, various customer groups have significantly different opinions about some of the quality elements.
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