A Quantitative Study on Service Quality and Passenger Satisfaction of Transportation-A Case Study of Kaohsiung Transportation Co., Ltd

• Main Authors: Kuo-chin cheng, 鄭國錦
• Other Authors: Iuan-yuan Lu
• Format: Others
• Language: zh-TW
• Published: 2007
• Online Access: http://ndltd.ncl.edu.tw/handle/g8esdf

碩士 === 國立中山大學 === 高階經營碩士班 === 95 === Over the year, Kaohsiung Bus Companies has not been very successful in providing the kind of service the passengers need, as a result, today, more people are not using bus transportation, nor satisfied with the bus company’s service quality. How to enhance quality services to meet customers’ needs; how to reach the goal to improve metropolitan’s commute environment and how to re-create business opportunity and make profit are the main concerns of Kaohsiung Bus Companies. Versus bus companies, customers are expecting metro transportation system to provide economical, rapid, secure and safe services while paying the fare. This research is based on customer’s expectation (demands) and bus company’s service (supplies) to build up the model. This model also explains the co-relationship of customer satisfaction degree and bus company quality service. To provide the evidence of presumption, this research goes through public opinion survey. This research has the following results 1). The co-relationship is low between (a) image of Kaohsiung Bus Company, and passenger expectation of quality service ; and (b) passengers’ past experiences, knowledge of bus company and personal needs. 2). The co-relationship between (a) customer’s over all comments; and (b) riding frequency is relative. 3). Bus service schedule (service time) does affect the sensation of passenger. 4). The satisfaction degree of customer from high to low of bus service schedule is as (a) off-peak, (b) afternoon peak, (c) morning peak. 5). For over all satisfaction degree of bus service, non-commuters are higher than commuters. 6). The better the quality service, the higher the sensation of satisfaction degree.