A Study on Rating Criteria of Taiwan Tour Bus

• Main Authors: CHANG，LI-LING, 張儷齡
• Other Authors: Ct_su
• Format: Others
• Language: zh-TW
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/80684874444130902772

碩士 === 中華大學 === 營建管理學系碩士班 === 99 === The study begins from drafting a hierarchical framework of the rating elements that might be used for evaluating the TTB service quality.Then 16 experts were surveyed according the Delphi Method for getting consensus of the rating elements. The 16 experts were also conducted through the Analytical Hierarchical Process to determine the weights of the elements. Finally the weights were transformed to 1000 point base rating system. The rating criteria of TTB tours are structured by 3 levels of elements. Level 1 is composed by 5 major elements: tour route, tour guide, service, bus condition and price. Level 2 and Level 3 contain 12 factors and 43 sub-factors respectively. The service quality of TTB tours in the rating system is proposed to classify them into 5 ranks, from 1-star to 5-star.The 5-star tour should obtain over 626 points in the evaluation of service quality according to the rating criteria formulated by this study. 4-star tour should exceed 451 points and following by 3-star with at least 301 points, 2-star 201 points. While the tour evaluated less than 200 points can only get 1-star rank.