Critical Service Quality Research on Maokong Gondola

• Main Authors: Jyun-Zun Cian, 錢軍圳
• Other Authors: Chii-Hwa Liang
• Format: Others
• Language: zh-TW
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/60441010879570876274

碩士 === 中華大學 === 科技管理學系碩士班 === 99 === Since Maokong Gondola began to work,it continued causing in controversy .Many people discussed its advantages and disadvantage through televisions or news papers.In fact, Maokong Gondola truly combine local traveling with scenic spots. It also brings a lot of tourists.Now.Maokong Gondola not only provides transportation function but also a sharp weapon of tourism. Sightseeing industry is a green industry.Accompany with the importance of sightseeing industry growing up, scenic spots start to compete for sightseeing people.How to gain competitive advantages is the most important thing Maokong is a very unique scenic spot because of its particular location and large population of Taipei.Hence,the service quality of Maokong Gondola will seriously influence sightseeing industry in Maokong. Choosing the people that ever took Maokong Gondola to be my object of the study.Using kano’s two-dimensional model and importance performance analysis to evaluate service quality. Questionnaire apply the scale that developed by Cronin and Taylor(1992). We sent the questionnaire ramdomly to the person that ever took Maokong Gondola. Finally, analyzing the data and induct the results to find the attributes that could possibly improve the service quality of Maokong Gondola. Research results show that the research including six critical service quality attributes. Critical service quality attributes include 「smooth of the route 」,「safety of the gondola」, 「actively release the information of the gondola」, 「the broken risk is low」, 「reasonable price」. 「safety of the gondola」that own better efficiency when you want to improve it. Considering the total satisfaction, 「staff wear clean and tidy 」influences the total satisfaction most.