| Summary: | 碩士 === 國立交通大學 === 管理學院碩士在職專班運輸物流組 === 97 === This study focuses on the passenger service quality of Taiwan Railways Administration (TRA). The purposes of this study are analyzing the service quality of passenger transportation in TRA based on PZB’s conceptual model of service quality, seting up the assessment indicator of the passenger transportation service quality for TRA according to PZB’s SERVQUAL measurement, and examining if there is any disagreement between the service level of “passengers’ expectations”, “passengers’ perceptions”, and “managers’ perceptions of the passengers’ expectations”, (Gap 1and Gap 5). Moreover, this study examines if there is a significant difference on “the perception of service quality“', “perceived value“', and “'customer satisfaction”of passengers’ demographic parameters and behavior parameters, and examines if there is a significant difference on “perception of the passengers’ expectations” of managers’ demographic parameters. In the end, this study makes the conclusion and suggestion for TRA to improv the service quality in the future.
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