A Study on Service Quality and Passenger Satisfaction of Taipei City Bus System

• Main Authors: Chou, Jiun-Cheng, 周駿呈
• Other Authors: Sheng-Hsiung Chang
• Format: Others
• Language: zh-TW
• Published: 1998
• Online Access: http://ndltd.ncl.edu.tw/handle/30044540977124113048

碩士 === 淡江大學 === 交通管理學系 === 86 === Most of the past studies in level of service of bus transportation system are emphasize on the subjects like how to select, rank and measure the level of service of bus service. However, those studies may not reflect the really need of passengers, and ignore the influence of bus operator on their service process. The results of those studies indicate that how bad bus service quality is, but not probe into the causes that why bus service cannot satisfy the passengers thoroughly. In other words, aforesaid researches have not practical aids for the enhancement of service quality and passenger''s satisfaction on bus transportation. The purpose of this study is trying to find how the internal and external factors would affect bus service quality and passengers'' satisfaction from a systematic point of view.Based on the characteristics of bus service, a conceptual model has been developed for city bus transportation system by integrating PZB service quality model and satisfaction conceptual model that are used often in marketing research. Then, an empirical study is conducted to test the hypothesis in this conceptual model. Two methods, in-depth interview and questionnaire survey, are used in the empirical study, the former is used to understand the influence of bus operators on bus service process, the latter is used to verify the relationships within service quality, passengers'' satisfaction, and their influence factors.Several conclusions are drawn in this study. (1) Many factors that would affect bus service quality, including the training programs of personnel, regulations which are not controlled by operators, external environment such as the traffic congestion in rush time and passengers'' behavior involved in service process. (2) The service quality of bus system that provided by existing operators couldn''t correspond with passenger''s expectations. This means that bus operators have to improve their service quality more hardly. (3) The behavior of bus drivers is the most important factor that affects bus service quality. (4) Performance incentive program of bus drivers would affect the management of bus operators for bus service quality. (5) Passengers with different social status have significantly different attitude of perceived service quality and satisfaction. (6) The higher perceived service value (the ratio of quality to price) is, the higher passengers'' satisfaction is. Then, the passengers'' satisfaction would affect their behavior of intention, which is indicated by ''word of mouth'' and ''loyalty''.