The satisfaction research in National Pingtung University of Education students in Taiwan Railway Administration (TRA) Internet booking system service quality

• Main Authors: KUN HSIEN LI, 李昆憲
• Other Authors: JHENG-JING WUN
• Format: Others
• Language: zh-TW
• Published: 2010
• Online Access: http://ndltd.ncl.edu.tw/handle/21879618303966030896

碩士 === 國立屏東教育大學 === 教育科技研究所 === 99 === The main purpose of this study is to understand the satisfaction in Taiwan Railway Administration (TRA) Internet booking system service quality through the National Pingtung University of Education students, and analyze the students with different background factors in order to understand the identification with Taiwan Railway Administration (TRA) service quality of Internet booking system.The researcher hopes this study could be given some suggestions to the staff of Taiwan Railway Administration (TRA) network management.The researcher adopted the theory proposed by Zeithaml, Parasuraman, & Malhotra (2000) which is the basis of service quality gap model, and used e-SERVQUAL scale as the base for Taiwan Railway Administration (TRA) Internet booking system to fix it and five-point Likert scale (to allow the middle opinion) way to complete such this quantification research based on National Pingtung University of Education students.Following are the results according to the study: 1. The National Pingtung University of Education students are satisfied with the Taiwan Railway Administration (TRA) Internet booking system service quality.2. The female students in National Pingtung University of Education are much more satisfied with Taiwan Railway Administration (TRA) Internet booking system quality than the male students.3.The junior students in National Pingtung University of Education are less satisfied with Taiwan Railway Administration (TRA) Internet booking system.4. The students in National Pingtung University of Education who surf the Internet over than 3 hours every day are more satisfied with Taiwan Railway Administration (TRA) Internet booking system quality. 5. The National Pingtung University of Education students online shopping experience 4 to 6 times those of the Taiwan Railway Administration (TRA) online ticketing system Web service quality in ease of use, efficiency, satisfaction is higher.6. different use of the Taiwan Railway Administration (TRA) experienced Internet ticketing system Pingtung University of Education students in Taiwan Railway Administration (TRA) online ticketing system Web service quality in ease of use, privacy / security, efficiency, response of the difference in satisfaction.7. National Pingtung University of Education students’ perspectives on the quality of service of TRA online ticketing system varied as U curve and this result was based on the different usage of the students who had ordered the most amounts of tickets at once.8. National Pingtung University of Education students had better perspectives on the quality of service of TRA online ticketing system if they had ordered tickets for other people.9. National Pingtung University of Education students had more positive perspectives if their original residence were in the east of Taiwan,10. Different distance between the residence and the station of National Pingtung University of Education students would make differences to the overall satisfaction, usability, reliability, privacy/ security, efficiency, and responsiveness.11. TRA is in the usability, the information immediate accuracy for the different background''s National Pingtung University of Education student the network booking system service quality degree of satisfaction difference are most to Taiwan railroad administrative bureau (TRA), what the difference are least is the reliability.