Using PZB Model for Kaohsiung Public Bike Service Quality Expectations and the Actual Perception of Importance

• Main Authors: CHOU,YU-PU, 周昱甫
• Other Authors: DAY,JEN-DER
• Format: Others
• Language: zh-TW
• Published: 2016
• Online Access: http://ndltd.ncl.edu.tw/handle/30663824058424542918

碩士 === 國立高雄應用科技大學 === 工業工程與管理系碩士班 === 104 === This paper proposed a PZB service quality model to compare and analyze the service quality between the expected degree of attention and the perception of the actual, and which is applied in public bicycle in Kaohsiung, which make service providers become more understand the consumer needs and find the question of service quality, then elaborating strategy to improve. In this study, use descriptive statistical analysis, reliability and validity analysis, factor analysis, analysis of variance and paired sample T test analysis. The results showed that total of eleven are significant, there are eight significant questions: "public bike rental system has the correct record time", "public rental bicycle system low failure rate", "public bike for user complaints and good ability to handle complaints", " public bike customer service staff will be happy to customer service and help solve the problem of the use of bicycles ", " Public bike to develop a reasonable payment system", "public bike rental system application is simple and fee-free", and "public bicycles have regular maintenance bicycle parts, allowing users to use the security", "public bike rental system open 24 hours, so that users can always use", Kaohsiung City Government to explain the bicycle user exceeds the expected quality ;the other three questions: "station sufficient of public bicycle", "public bicycle is sufficient", and "customer service staff of Public bicycle has professional knowledge that can provide important information for consumer needs". So Kaohsiung public bike should be low usage sites migrated to popular scenic spots of light, high population density near the MRT station exit, near the schools and export processing zones, which reduce costs but also to increase sites set and bicycle quantity, and enhance expertise and Tourism Policy bicycle support staff.