A Study on Service Quality Improvement for Tourism BusCarrier - Take “A” Company as a Case

• Main Authors: Yu-JuKuo, 郭育儒
• Other Authors: Chien-Hung Wei
• Format: Others
• Language: zh-TW
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/m8faw5

碩士 === 國立成功大學 === 交通管理科學系 === 102 === Tourism buses are often taken by foreign or Taiwanese tourists, but there were few studies about the service quality of tourism bus carriers before. In this study, we took a company as a case and applied the service quality conceptual model as well as the service quality extended model. The questionnaire designing was based on five dimensions of the service quality scale and sixteen affecting factors of service quality gaps, and moderately correcting to comply with the operational characteristics of tourism bus carriers. After finishing the survey, this study use both quantitative and qualitative methods to analyze the data, trying to find if gaps of service quality exist and the relationship between each gap and its effecting factors. After conducting T-test, we find that service quality gap1, gap3 and gap5 of our case exist. As to discuss the analysis of service gaps 1 to 3 and the effecting factor dimensions, could find that the employee-job fit factor dimension of gap3 significantly influences the tangible, reliability and empathy dimension of service quality. The results of this study are expected to help the company know more about the condition of its service quality, and to conduct effective management. In addition, other tour-bus companies can catch on preferences and demands of passengers through this study, and take it as a reference when the companies are making operating strategies.