Measuring Service Quality in State-owned Enterprise Taiwan Railway Administration

• Main Authors: Tzu-Chien Su, 蘇字謙
• Other Authors: Lin-Hao Chiao
• Format: Others
• Language: zh-TW
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/jx5cxg

碩士 === 國立臺北科技大學 === 創新設計研究所 === 103 === Nowadays, service quality is important through the world. The service quality has affected people’s lives deeply. To improve this, we need to measure it objectively first, and then we can make a practical suggestion. Taiwan Railway Administration (TRA) is a typical State-owned Enterprise in Taiwan. By researching TRA's situation, we can judge whether its service quality needs improving or not. Beginning from the service-quality model existing now, this research uses the method called user-center design thinking to develope a service-quality questionnaire for TRA. The purpose is to survey delivery cognition from provider and users at the same time. The result of the survey shows us that the whole situation of TRA's service. Finally, we found that there's a cognition gap existing between TRA and its users in this research. Users consider that there are some different levels for service demand from TRA. Even though different users have different ideas for TRA, most users feel ordinary from TRA’s services. There are three specific results in this research as followed, "The service quality of TRA", "The cognition gap in service delivery "and "The different level of service demand". A service experience designer can use these three results to accommplish an ideal service. This conclusion from the research should be really helpful to change a design of service into a real service.