| Summary: | 碩士 === 國立成功大學 === 高階管理碩士在職專班 === 94 === This article is for the purpose of understanding and confirmation passenger service quality to customers’ satisfaction and loyalty influence relations in vehicle renting business. First, the research is according to the literatures from the idea overhead construction, then using structure relations pattern to establish the hypothesis. In addition, by using PZB proposed the service pattern of the industry to make confirmation which is to discuss expectation service and perception service whether there is a gap disparity with the customers or not. The research object is 634 under a well-known provincial vehicle- renting company customers and 72 staffs of the company as the general survey samples.
Of the research, by using descriptive statistics, reliability analysis, the correlation analysis, path analysis etc. the results demonstrate that the customers expect the industry first three important service are“ friendly communication”、”rental car’s cleanliness” and “fully insurance coverage”. The customers appreciate these three service items mostly. Statistics results showed such as:
1. The expectation service v.s. perception value reveals influence.
2.: Perception service v.s. perception value reveals influence.
3.: perception value v.s. the customer’s satisfaction reveals influence.
4.: The expectation service v.s. the customer’s satisfaction reveals influence.
5.: Perception service v.s. the customer’s satisfaction reveals influence.
6.: The customer’s satisfaction v.s. the customer’s loyalty reveals influence.
Generally, we observed that the staff and customer's cognition reveals no difference, but in the phase of " perception service" has revealed the difference.
Finally, the conformity findings in industry suggests that enhance perception service could increase the customer’s satisfaction and promote the customer loyalty directly. Industry may promote the attention to serve a good customer's actual service than customer's expecting service relatively, that is, provides the high quality service could take place of the price reduced than offering an up-grade for-hire carrier and so on, also could reduce the expense of excessively advertisement and the propaganda. We wish offer a helpful research to rent-a-car attendants those who could get a suggestion to promote the service quality totally for reference.
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