| Summary: | 碩士 === 高雄師範大學 === 工業科技教育學系 === 98 === The study was based on the passenger's basic variables to investigate the service quality and satisfaction of the Kaohsiung MRT system. The participants were the passengers of 8 red-line stations (Siaogang Station, Cianihen Senior High School Station, Kaisyun Station, Shihjia Station, Sanduo Shopping District Station, Central Park Station, Formosa Boulevard Station, and Kaohsiung Main Station) of KMRT system. 250 questionnaires were sent and retrieved 248 valid questionnaires with 99.2% return rate.
The results of the study revealed that passengers were satisfied with 81.4% of the total service quality, among which the clean surroundings, schedule on time, scenery design of stations, traveling security and comfortableness respectively rank the top 5. On the contrary, trouble-shooting ability against passengers' requirements, special care for the minority, and feedback to passengers' advice, parking system and transfer system respectively ranks the bottom 5. Passengers' gender showed no significant difference in the satisfaction with the service quality in KMRT; however, the passengers' age in convenience and tangibles, the passengers' inhabitation in convenience, the passengers’ utility rate of taking KMRT in convenience and empathy, the various ticket combos in tangible, and the factor of income in convenience, responsiveness and reliability showed the significant differences.
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