The study of shuttle bus service quality and customer satisfaction - A case of High Speed Rail Taoyuan Station.

• Main Authors: Zong-You Pan, 潘宗優
• Other Authors: Ching-JungTing
• Format: Others
• Language: zh-TW
• Published: 2012
• Online Access: http://ndltd.ncl.edu.tw/handle/69497169573905327378

碩士 === 元智大學 === 工業工程與管理學系 === 100 === High speed rail transportation is a favorable mode over air transportation for inter-city travel in Taiwan in recent years. However, the high speed rail stations are located at rural area for economic development purpose when it was originally planned. Thus, the inconvenience of accessing the station is one of the major complains by passengers. This can be observed that only 9% of passengers used bus transit as the access model to and from the station. This research discusses relationship among customers’ characteristics, customers’ expected service quality, customer’s perceived service quality, and customers’ satisfaction on the bus service to the high speed rail station. To conduct the study, a questionnaire is designed and distributed at the Taoyuan high speed rail station for one week in June 2012. Four service dimensions: comfort, reliability, responsiveness, and convenience, are categorized. 327 questionnaires are collected and analyzed with SPSS. The results reveals that the top three important expected service quality attributes are: bus on time reliability, bus stop accessibility, and convenience to the destination. The top three satisfied perceived service quality are: convenience to the destination, bus on-time reliability, and environment of bus stop. It is also noted that the perceived service quality is lower that customer’s expected service quality and the difference is significant. The perceived service quality has positive relationship with customers’ satisfaction. Male and female passengers do not show significant difference in both expected and perceived service quality and satisfaction, while the passengers’ age shows significant difference in service quality and satisfaction. Importance-Performance Analysis was used to identify customer perceived factors that needed to be prioritized for improvement. It is found that improving the bus frequency is the first priority for both the high speed rail company and the bus operating company.