Enhancing Customer Satisfaction of Tai-An Freeway Service Area：The Perspectives of government, firm and customer

• Main Authors: Hua-Tsan Lin, 林華燦
• Other Authors: Ming-Huei Chen
• Format: Others
• Language: zh-TW
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/2vfs6x

碩士 === 國立中興大學 === 高階經理人碩士在職專班 === 102 === In order to have great public governance, it is important to build up a service-oriented government which is the priority if the government want to make civics satisfied with the public strategies and measures.After implementation of the two holidays in the weekend, it is prevalent for civics to take a trip by driving car; therefore, it is necessary to build a service area for travelers who take a long-term trip. The National Freeway Bureau want to establish some service areas which have different features,including rest, education and tourism based on the service-oriented concept. To get the operating concession andincrease the sales, the companies in these service areas think about some special strategies such as local-featured products or differentiated-marketing. According to customer satisfaction, the customers are not satisfied with some items. This research tries to investigate the orientation of the service area and how to increase the customer satisfaction from government, companies and customers. We investigate and conclude some critical factors and problems which influence the customer satisfaction in Tai-An service area by secondary data, case studies and interviews. At last, we propose some improvements and recommendations to increase the whole customer satisfaction in Tai-An service area.