The Study on Service Quality and Customer Satisfaction of Taiwan High Speed Rail

• Main Authors: TZENG,YING-YUAN, 曾媖媛
• Other Authors: Chin-Chang KO
• Format: Others
• Language: zh-TW
• Published: 2010
• Online Access: http://ndltd.ncl.edu.tw/handle/60265798732036390330

碩士 === 中華大學 === 行政管理學系(所) === 98 === Abstract Recently people pay much attention to quality of life and recreation activities.THSRC(Taiwan High Speed Rail Corporation) officially ran business in September2007,therefore people in Taiwan have different options from railway, aviation and highway transportation. THSR provides timesaving,no-traffic and new opportunities of Taiwan tourism. This research adopted PZB service quality evaluation classifier, which is suit for THSR questionnaire, and we chose SPSS v.13.0 to analyze data. The purpose is that we want to know the connection between THSR service quality and customer satisfaction in order to provide information to THSRC. Besides that, we conducted the research between different types of customers and their satisfaction. We chose the examples randomly. The questionnaires were released 600 pieces totally in THSR Taipei, Taichung and Kaohsiung station in May 1st-30th 2010. We reclaimed 568 pieces and among them there are 520 effective (reclaim rate about 86.7％) Study showed customers felt in Waiting for train, Convenience of transferring, Frequency of system malfunction, The way THSR staffs talk, Parking outside THSR station and Ticket fare. Besides, study shows that there ishighly direct proportion between service quality and customer satisfaction, significant different degree to service quality and customer satisfaction of different social and financial level customers. We provide our study to THSRC for improving their service, and we will submit our suggestions later on. Key Words: service quality, customer satisfaction, THSR(Taiwan High Speed Rail Corporation)