A Study of Service Quality of Taiwan High Speed Rail and its HsinChu Station Transfer Services

• Main Authors: Chiu-Ting Chen, 陳秋廷
• Other Authors: Hsiang-Sheng Lin
• Format: Others
• Language: zh-TW
• Published: 2008
• Online Access: http://ndltd.ncl.edu.tw/handle/48320315139514160431

碩士 === 中華大學 === 運輸科技與物流管理學系(所) === 96 === The business model of Taiwan High Speed Rail Corp.(THSRC) have become mature, and it is a good timing to survey their service quality now. According to the past literatures, this study explored four dimensions, namely "tangible service equipment", "handiness of service", "reliability" and "interaction with passengers" to deliver a online questionnaire survey. We found that there are significant differences between passengers' expectation and perception. The result shows that the first two priorities for improvement are ticketing system and transfer service. Therefore we took the HsinChu station as an example to conduct a performance survey for passengers using different transfer mode, and navigated Grey Relational Analysis (GRA) to find the priorities of transfer system improvements. The results show that free feeder bus services and their relative information on downtown, guiding system in station hall are the most urgent things to be enhanced.