The Selection & Evaluation of Passenger Service Quality Criteria for MRT Systems-A Case Study of Kaohsiung MRT System

• Main Authors: Ho-Ping Yang, 楊賀評
• Other Authors: Yu-Hern Chang
• Format: Others
• Language: zh-TW
• Published: 2009
• Online Access: http://ndltd.ncl.edu.tw/handle/68332969003143541727

碩士 === 國立成功大學 === 交通管理學系碩博士班 === 97 === In general, the meausurement of MRT service quality includes the five di-mensions of PZB service quality,the ACSI model and the MRT’s key perform-ance indicators. However, it does not include specific dimensions for traffic service branch, and just focuses on the viewpoints of business operation. The measurement of service quality depend on customers’ experiences, not on ser-vice providers’ opinions. Thus, we establish a MRT passengers supply service chain, to find out the service criteria from the viewpoints of passengers. Using Kaoshiung MRT as research object, the results of this study can be a helpful reference for selecting the MRT passenger service quality criteria, and also provide suggestions for Kaoshiung MRT on it’s service quality promotion in the future The major findings of this research are summarized as follows: (1). Service selection criteria with the MRT passenger supply service chain not only examines the customer satisfaction from the viewpoint of passengers but also considers the items that passenger concerned. Even though the number of item influences the passengers’ inclination to fill in the ques-tionnaire, it is hard for the experts to select the criteria during the design stage of questionnaire. (2). The surveys of the customer satisfaction indicate that the passengers are satisfied with the ventilation & cleanliness, the usage of tickets, the signals, and the volume of the radio. The items such as average waiting time, pas-senger circulation, the courteous attitude by the service personal, the con-venience of parking, and the transit bus service are the important factors that should be improved.. (3). The items include safety, cleanliness and comfortable environment, aver-age waiting time, customer service attitude, and the transit bus service play a vital role in customer satisfaction. The unimportant items are the con-venience of parking, the signals, and the volume of the radio in the car. (4). In the Importance-Performance Analysis, Kaoshiung MRT system should focus on the service including average waiting time, passenger dynamic line, the courteous attitude by the service personal, and the transit bus service.