A Study on improving the service quality of Taiwan Railways TRA Bike Trains

• Main Authors: Wang, Mei-Ping, 王美萍
• Other Authors: Hsieh, Ling-Fen
• Format: Others
• Language: zh-TW
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/21252574187411513874

碩士 === 中華大學 === 運輸科技與物流管理學系碩士班 === 102 === TRA started bike transportation service since 2008 in order to meet customers’ casual needs and expand service, providing passengers with their vehicles arriving the destination at the same time. However, this innovative service of TRA Bike Train is not completely perfect by converting original carriage. Since there are many services like the parking space for bikes should be improved. Furthermore, the gap between train and platform in some stations troubles users in entering, since the hardware facilities could be ameliorated. In addition, the station officers are with insufficient knowledge in operation TRA Bike Trains, Eco Trains and train schedule, which decrease the TRA service quality and customers’ satisfaction. The Study is focusing on bike users’ experience of taking TRA Bike Trains. From the statistic analysis of Kano questionnaire, we analyze its latent improving factors of service qualities, acknowledge customers’ favorite, and then analyze the importance and satisfaction of user experience. After that, we propose practical suggestions. Among 23 service qualities, this study based on analysis results of Kano model concludes that there are 11 one-dimensional qualities, 1 must-be quality, 10 indifferent qualities, and 1 attractive quality. After refining the analysis results from Kano model, 9 service qualities are classified into high-value attribute; 2 service qualities are classified into low-value attribute; 1 service quality is classified into high-attraction, key quality, and potential quality, respectively. Finally, 9 service qualities are classified into indifferent quality. According to IPA analysis, 7 service qualities are recognized as high importance and the service of TRA Bike Train are highly recommendable as well, which are comfortable and spacious seat, pleasant and appropriate air condition, broadcasting while approaching the station, clean restroom, on-time departure, safe and stable drive, safe and dependable carriage. These services should be kept in the future. Two service qualities should be improved immediately: one is the guidance of moving direction in each station, and the other is a sufficient and appropriate space for bike parking in carriers. It reveals that TRA Bike Train still needs to improve the bike parking space and moving guidance in the stations. How to plan a convenient bike parking space and add explicit guidance of moving direction to provide passengers a satisfied customer service are the emergency tasks. This study concludes current passengers’ satisfaction and expectations for TRA Bike Train, and extracts latent service qualities for increasing satisfaction. Recommendations collecting from subjects’ favorite should be practical and benefit for improving service quality of TRA Bike Train.