| Summary: | 碩士 === 明新科技大學 === 服務事業管理研究所 === 100 === The purpose of this study is to establish “a system of evaluation indicators for evaluating the service quality of Zhubei City” in Hsinchu County, Taiwan/ROC in the hope that the study can serve as a reference for the city administration to initiate the evaluation of the city’s free public bus service quality. In order to achieve the research purpose, the Hermeneutic method was adopted. At first, a draft system of evaluation indicators for evaluating the service quality was devised based on the study of related documents. Secondly, two groups of experts, with one consisting of practical and academic experts and the other consisting of bus transportation and civil experts, were invited to revise the content of the draft to the fullest. Thirdly, the expert-confirmed system of evaluation indicators was converted into “a scoring table of important indicators” based on the experts’ rating of the importance of each indicator. Finally, the table was analyzed by means and Kappa statistics to select important indicators. The conclusion of the study divides the system of evaluation indicators into five aspects: materiality, care, responsiveness, reliability and guarantee. There are 47 evaluation indicators, among which 14 are important indicators.
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