A Study of the Relationship between Passengers Perceived Service Quality and Satisfaction on the Kaohsiung Mass Rapid Transit

• Main Authors: Chih-Hui Su, 蘇至暉
• Other Authors: Ming-Yuan Wang
• Format: Others
• Language: zh-TW
• Published: 2008
• Online Access: http://ndltd.ncl.edu.tw/handle/38215029150821520545

碩士 === 國立高雄應用科技大學 === 觀光與餐旅管理研究所 === 96 === The construction of the Kaohsiung mass rapid transit system at the stage is not only to alleviate the metropolitan area of transport bottlenecks, but also make high interaction frequently for citizen between Kaohsiung and Pingtung areas. However, owing to the characteristics of landform in Kaohsiung is narrow, the main of transport is locomotive-occupied vehicles for citizen. As a consequence, it becomes more challenge to develop the public transport. To illustrate this, bus system in Kaohsiung is an example and very persuasive. The capacity for passenger service is less than 100,000 in every day. Therefore, the continuous operation of MRT system is still deficient even if the capacity for passenger service fully transferred to the MRT system. In this lack of enough source environments, it becomes the most important issue to attract public to choose the public transport systems after the rapid transit system operating. Meanwhile, the goal is the most significant issue to maintain the operation of rapid transit system and business continuity. Therefore, this study referenced PZB service quality gap and SERVQUAL theory to explore the relationship among service quality, customer satisfaction and customer loyalty in Kaohsiung rapid transit system. In this study, took the passengers who have the experience of taking the Kaohsiung MRT as sample. This study applied the descriptive statistics to illustrate the demographic variables, service quality, and customer satisfaction. Consequently, this study applied the factor analysis, t-test, One-way ANOVA, Pearson’s correlation analysis, regression analysis to investigate these hypotheses of this study and the relationship among service quality, customer satisfaction, and customer loyalty. These results were that: (1) The different socio-economic backgrounds of passengers have significant different opinion on service quality, customer satisfaction, and customer loyalty. (2) There is positive relation between customer satisfaction and customer loyalty. (3) Service quality has the positive influence on customer satisfaction and customer loyalty.