From the Viewpoint of Servicescape to Explore the Service Evaluation of Intercity-bus Transfer Station: A Case of Taipei Bus Station

• Main Authors: Yu-chen Huang, 黃宇真
• Other Authors: Kai-chieh Hu
• Format: Others
• Language: zh-TW
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/91600880360221073746

碩士 === 東吳大學 === 企業管理學系 === 99 === The purpose of this study is to construct the service indexes and evaluation model of the combinative transfer station for intercity-bus with respect to servicescape. We also explore the impact of servicescape dimensions on satisfaction and behavioral intentions. The research objectives include bus companies and passengers. This research plans to collect data from both the bus companies and passengers of intercity in Taipei Bus Station. The questionnaire was used for collecting their perception on the service of transfer station servicescape. First, by applying the scale development procedure, we extract the factors for evaluating the Satisfaction-degree of bus companies and passengers. Second, we discuss the users’ needs on the transfer station servicescape by importance-performance analysis. And multivariate analysis also shows that there are significant differences between the bus companies and passengers in their perception. Third, we use the structural equation modeling (SEM) to confirm the passengers’ behavioral intentions. The result was found that the model of first-order CFA can be replaced by second-order CFA. That is, the servicescape factor plays an important role in the service evaluation model. In addition, we thoroughly figured out the effect of servicesacpe on satisfaction and behavioral intentions by comparing with the two competitive models. In conclusion, the research results not only offer the managers of transfer station specific guidance to locate their service level and improvement strategy, but also make suggestions for the relevant administration to supervise and manage the inter-city bus transfer station.