A Study of Service Quality Improvement Strategy for Public Transportation: Taipei City Bus as an Example

• Main Authors: CAI, YUN-XUAN, 蔡云軒
• Other Authors: HU, KAI-CHIEH
• Format: Others
• Language: zh-TW
• Published: 2018
• Online Access: http://ndltd.ncl.edu.tw/handle/85kx5h

碩士 === 東吳大學 === 企業管理學系 === 106 === In recent years, transportation is developed and the traffic in Taipei City has a very high-density bus route, how to improve the quality of urban bus services has become a focus of public transportation management. This study is to understand the quality of bus service that customers value, and provide the decision-making basis for the improvement of service quality strategy by Kano analysis, Importance－Performance analysis and goal difficulty analysis integration structure, to understand the quality attributes that customers value most and the perspective of the resource to find the optimal improvement attribute. The results of the study showed that "providing services with safe bus" ranks first in priority improvement. Passengers attach great importance to this attribute. However, most of the passengers feel that there is still a gap between satisfaction and perception and the company’s supervisors believes that it is not difficult to improve this property. Therefore, starting from this property, we can effectively improve passenger satisfaction. The second is "the waiting time will not be too long", and its satisfaction coefficient is high. However, the passengers think that the importance is quite different from the actual riding experience. Although the industry thinks that it is not easy to improve this property, it should still be included in the priority improvement order.