| Summary: | 碩士 === 嶺東科技大學 === 行銷與流通管理研究所 === 101 === This study applied Kano’s model to classify service quality attributes as attractive quality, one-dimensional quality ,must-be quality, indifferent quality and reverse quality, these were based to design the quantitative and facilitate analyzing and explaining the result of the quantitative question.The conclusions of this study are:
1.Among 31 Kano’s elements discussed, there are 7 items are classify as attractive quality, 5 items are classify as one-dimensional quality, 11 items are classify as must-be quality, 8 items are classify as indifferent quality, and most of them are with bi- dimensional quality characteristics.
2.Estimates of certain quality elements of passengers modify markedly in relation to different demographic variables.
3.This study shows the quality improvement index of various service quality in the four-quadrant chart ,to suggest Taichung city bus industry to decide the priority of operating strategies.
4.To provide industry reference, this study combines Dimensional quality model and Taichung city bus evaluation indicators to develop a new service quality assessment method.
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