Researching the Service Quality of Gas Station- an Example from Formosa Oil Gas StationResearching the Service Quality of Gas Station- an Example from Formosa Oil Gas StationResearching the Service Quality of Gas Station-an Example From Formosa Oil Gas
碩士 === 華梵大學 === 工業管理學系碩士班 === 93 === This research is based on 22 questions of service quality measurements by SERVQUAL, and sample population is the customer of Formosa Mingshin gas station in Taoyuon. The matched pair T-test and ANOVA are used to analyze the differences between the expected servic...
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| Format: | Others |
| Language: | zh-TW |
| Published: |
2005
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| Online Access: | http://ndltd.ncl.edu.tw/handle/81545830640189044616 |
| Summary: | 碩士 === 華梵大學 === 工業管理學系碩士班 === 93 === This research is based on 22 questions of service quality measurements by SERVQUAL, and sample population is the customer of Formosa Mingshin gas station in Taoyuon. The matched pair T-test and ANOVA are used to analyze the differences between the expected services and the perceived services. Moreover，the Customer Service Strategy Matrix is used to develop an improvement plan for the Gas station.
This research shows the expected service quality is higher than the perceived service quality in the following items：“Modernized gas pumping facility”、“Always smiles and serves happily” .Comparing the results from statistical analysis and Customer Service Strategy Matrix. We find that the following four items：“Modernized gas pumping facility”、“Traffic management”、“Quality of gas” and “Serves promptly”, are the most priority should be improved. Especially in “Modernized gas pumping facility” and “Always smile and serve happily” are the most dissatisfaction for the consumers. These will help improving service quality and competitiveness in Gas station business.
Key words: SERVQUAL, service quality, customer service strategy matrix.
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