| Summary: | 碩士 === 中國文化大學 === 國際企業管理研究所碩士在職專班 === 96 === The opening revenue operation of Taiwan High Speed Rail (THSR) on January 2007 was a new era for Taiwan transportation record. Obviously the travel time saving by THSR shortened the conventional distance from South to North of Taiwan and also caused big competence between various transportation modes. Railway transportation is a kind of service industry, actually its outstanding service quality not only sustain the core value of service comprehensive in competition, but also stand on key pivot position for handling customer’s intention and ground benefits.
This case study was focused on service quality gap existing in THSR system and corresponding suggestions for improvement. Based on PZB’s SERVQUAL model with 5 dimensions of services quality, and regarding THSR’s specific characteristics, one questionnaire scheme was established, surveyed and SPSS 13.0 on factor analysis is applied accordingly. To construct dimensions and items for acknowledgement to ideal perception, expectation perception and actual perception on service quality respectively through surveying among people related with THSR incl. supervisors, train-attendant as well as passengers. Taking not only Independent T-test and Pair T-test technique to check difference and verify pair correlations among 6 gaps, but also doing factor analysis on each gap of 5 measurement dimensions of service quality. 。The study result shows that 5 of 6 gaps do existed perception difference on service quality. On this regarding, a couple of management strategy suggestions are raised for related THSR party decision making to strengthen better service quality practically and upgrade competition comprehensive in transportation industry as well.
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