| Summary: | 碩士 === 國立高雄科技大學 === 航運管理系 === 107 === ABSTRACT
Nowadays, there are a lot of types of tugboats with various functions. The research objectives of this thesis is mainly about TIPM’s tugboats which assist vessels to enter and leave Port of Kaohsiung as well as the piers. Since the vessels are becoming larger and larger, if the space of ports and the fairway cannot be expanded consequently, it definitely requires tugboats to help them berth and leave the piers safely and promptly. Therefore, it is crucial to discuss about the quality of tugboats’ service when it comes to the management and competitiveness of ports.
The research takes the pilots, masters and deck officers of merchant ships who used to utilize the government-owned or private tugboats in Port of Kaohsiung as the research objects by means of questionnaire.First, we must confirm the importance of the service quality of users to the Kaohsiung Port tugboats and their satisfaction degree, followed by analyzing the property of service quality of Kaohsiung Port tugboats and the customer satisfaction coefficient by using the Kano model in order to confirm and improve the specific items of service quality as well as using the possible increasing of the customer satisfaction degree and decreasing of the dissatisfaction degree respectively as a point of reference of improving the service quality. Finally, import the QFD method and then come out with a recommended strategy refer to the priority of improving Kaohsiung Port tugboats’ service quality.
Among the twenty questions with regard to tugboats’ service quality, there are seven superior items which tugboat’s operators need to keep preserving. However, users are dissatisfied with the aspect of the power performance, on-duty amounts of tugboats and the disposal of tugboats’ shortage or temporary malfunction. In addition, these problems appear at “fourth quadrant” in the analysis of Kano model meanwhile. It can increase customers’ satisfaction as well as decrease customers’ dissatisfaction if the elements at “fourth quadrant” are enhanced. It is the exact section that the operators must involve in and is also the most possible section to bring effectiveness.
After the calculation of QFD method, it suggests that build more amounts of sufficient power of tugboats, be more flexible in manpower and tugboats arrangement, reinforce human training as well as implement the reward and punishment system of service performance and so on. By doing so, it can improve tugboats service quality effectively.
Key words：Port of Kaohsiung ，Tugboats， Service quality， Kano model，Quality-function deploymemt（QFD）
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