A Study of taxi drivers' personality on service quality, customers’ satisfaction and repurchasing behaviors－ Example of taxi fleet in Taipei city －

• Main Authors: Kuan-Nien Su, 蘇冠年
• Other Authors: Ju-yu Wang
• Format: Others
• Language: zh-TW
• Published: 2010
• Online Access: http://ndltd.ncl.edu.tw/handle/87400815842721431189

碩士 === 中原大學 === 企業管理研究所 === 96 === There are many taxi fleets in Taiwan, it is hard for them to control the service qualities of all drivers； Under the asymmetric information, customers are hard to determine whether the qualities of the taxi fleets. It may harm the qualities while taking the taxi of all consumers and also lowers the government’s achievement to establish taxi fleet brands . In this study, We collected the data from the taxi fleet's drivers and customers in Taipei, and analyze the relationships and effects between taxi drivers' personality、service quality、customer satisfaction and repurchasing behaviors by using SPSS statistics software. The results show that：（1）Different personality traits of Taxi drivers significantly influenced customers' perceptions of service quality. （2）The quality of service has positive effect on customer satisfaction. （3）The higher the customer satisfaction, the greater the repurchasing behaviors. Base on the results of the study, taxi fleets should make a standard for taxi drivers who want to join in according to the taxi fleets’ abilities and strategies. Also, integrate the service quality as the priority target. These suggestions are offered to taxi fleets in order to raise their operation performances.