A Study of Performance Management by Providing Self-Service on Gas Station – One Formosa Petrochemical Corporation Gas Station

• Main Author: 曾彥餘
• Other Authors: RONG-CHUN YE
• Format: Others
• Language: zh-TW
• Published: 2016
• Online Access: http://ndltd.ncl.edu.tw/handle/9f7fbq

碩士 === 美和科技大學 === 企業管理系經營管理碩士班 === 105 === As of 1987, the Taiwan government started allowing private citizens to open up gas stations. In response, private operators quickly established bases to set up their businesses. However, along with major downturns in the environment, as well as changes in the demographic structure and income structures, gas stations began to encounter major difficulties in operations, such as competition-induced increases in promotional costs; difficulties in finding new employees, and wage increases adding to operating costs. As a result, operators in Taiwan began following the practices of other countries by introducing self-service systems. In the past several years, the self-service approach has been looked to as an innovative service model. This study looks at a Formosa Plastics Corporation gas station to explorethe effect that the introduction of self-service pumps has on operations management. The research methods adopted include literature analysis and in-depth interviews. Furthermore, expert validity was used to review the interview outline prior to conducting the interviews. The data obtained was used to conduct a thematic analysis, looking at different analysts, data sources and research methods. The results show a secondary-theme coding reliability of 0.923 and subtheme coding reliability of 0.933, demonstrating a good coding classification reliability. Research conclusions are summarized as follows: 1.In this case where the self-service system was introduced to the gas station, operations benefited. 2.When establishing the self-serve system, the stability of the equipment must increase. 3.When installing self-service options, environmental regulations must be adhered to. 4.In the future, self-service pumps may be able to provide diversified service. Finally, five recommendations are made with respect to the research results to serve as reference for gas station operators: 1.Self-service gas stations must first improve the ease of operation and stability of the self-service pumps. 2.Self-service gas station payment mechanisms can provide diverse options and security. 3.Self-service gas stations must be able to provide safe self-service environments. 4.Self-service gas stations can provide diverse service and be promoted to attract customers. 5.The gas station operation model could be modified to allow for a completely self-service gas station.