| Summary: | 碩士 === 義守大學 === 資訊管理學系 === 103 === This study tries to understand in depth the development process of electronic smart cards, aiming at the development of various smart card ticketing system at home and abroad, domestic and international literature review, standing on the shoulders of giants, to add value to this study. The review of literature is divided into four sections; electronic smart card development, ipass, customer satisfaction and customer satisfaction index model in Europe, including domestic and overseas electronic smart card introduction, domestic electronic smart card history, and furthermore aiming at description about the mode of study methods.
This study refers to European Customer Satisfaction Index; ICSI as a hypothetic basis of this study to undergo questionnaire design, to investigate Kaohsiung City high school students on the card satisfaction, and use this as the basis to establish research hypotheses of this study. This study adopted written questionnaire and sent out 520 copies of questionnaire, aiming at Kaohsiung City high school students. After the questionnaires were collected, the researcher used Excel to undergo questionnaire coding and arrangement and data analysis by adopting SPSS statistic software, mainly using descriptive statistics, reliability analysis, validity analysis, regression analysis, t test and analysis of variance.
The results of this study found: The ipass has won consumer recognition and overall satisfaction in consumers’ perception of service quality, and corporate image, but there is still room for improvement in aspects of loyalty. Awareness of value in corporate image, products, and service quality will directly affect customers’ satisfaction and from hence customers’ loyalty.
Therefore this study suggests:1. ipass should focus marketing. 2. Enhance the implementation of corporate social responsibility in southern Taiwan to consolidate old customers and promote customers’ loyalty 3. Actively develop all sorts of passage in northern Taiwan. 4. Build up an electronic ticket ecosystem, expand overseas visitors, and on-line members etc. multiline customers.
It is expected that results and suggestions of this study can provide ipass some suggestion as a reference for the future development strategy.
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