Evaluation of Commuter Bus Service Quality by the Revised I-S Model

• Main Authors: Chao-An Su, 蘇昭安
• Other Authors: Junn-Yuan Teng
• Format: Others
• Language: zh-TW
• Published: 2010
• Online Access: http://ndltd.ncl.edu.tw/handle/87477878107323416642

碩士 === 華梵大學 === 工業工程與經營資訊學系碩士班 === 98 === In recent years, domestic institutions have expanded rapidly, making higher education more and more accessible to the masses. The number of students in tertiary institutions has increased accordingly. According to data provided by the Statistics Department of the Ministry of Education in 2009, about 27 million students live on campus, accounting for 20.3% of the total number. This means that almost 80% of students are commuter students, a high proportion not to be ignored. This research is based on data gathered from a survey, whose subjects were all commuter students at Huafan University; a total of 323 surveys were effective. The level of satisfaction of students with the commuter school bus was determined by using factor analysis, statistical analysis and revised Importance-satisfaction model. In this research, factor analysis is used to determine the importance of and satisfaction with commuter school bus service quality. The results for importance show six major factors, the most important factor for students being “Commuter Information”, showing that the students care most about whether or not the commuter school bus arrives on time. The results for satisfaction show five major factors, the factor showing least satisfaction being “Stop signs management”, showing that it is necessary for commuter school buses to improve and enhance service in this area. Finally, this research uses the revised importance-satisfaction model analysis, and uses the scale to correct the results, allowing for a more accurate analysis of the factors. In total, there are nine factors in the area of improvement, "Responsiveness" being the one to receive most points. University should therefore focus on making improvements in the responsiveness of commuter school buses.