| Summary: | 碩士 === 國立臺北大學 === 都市計劃研究所 === 101 === This study is Analyzing the service quality of Taipei main station base on PZB’s conceptual model of service, setting up assessment indicator about service quality of Taipei main station according to PZB’s SERVQUAL measurement, we conduct a survey in order to understand the views of passengers about service quality of Taipei main station.
The questionnaire survey would be use in the study and totally 526 questionnaires. This study is used descriptive statistics analysis, factor analysis, t-test, one-way ANOVA and analysis of regression. The conclusions of this study would be shown in the following:
1. The elements about service quality of Taipei main station that were measured are these four: “station environment, “service of sign and moving path”, “service of transfer” and “service of staff and empathy”.
2. The view of passengers have rather high expectations for the service quality of Taipei main.
3. Differences exists in passengers expectations for service quality of Taipei main station according to different demographic variables.
4. Passengers have positive views of service quality of Taipei main station from their actual experience.
5. Differences exists in passengers actual experience for service quality of Taipei main station according to different demographic variables.
6. Gaps exists in passengers knowledge about service quality of Taipei main station.
7.The most Gaps in passengers knowledge is “service of sign and moving path”.
8. Differences exists in passengers knowledge about service quality of Taipei main station according to different demographic variables.
9. Passengers knowledge about service quality influences satisfaction.
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