A Study on the Service Quality and Satisfaction of Taoyuan Metro

• Main Authors: HUNG, TZU-YUN, 洪梓芸
• Other Authors: WONG, SENG-LEE
• Format: Others
• Language: zh-TW
• Published: 2018
• Online Access: http://ndltd.ncl.edu.tw/handle/56t394

碩士 === 國立臺北大學 === 公共行政暨政策學系 === 106 === 　The purpose of this research is to understand the thoughts of passengers on the service quality of Taoyuan Metro airport line through P.Z.B model, that is, the gap between expected and perceived service so as to provide reference of improvement to managers. The method to carry out on this study was Document Analysis and Questionnaire Survey. 　The degree of reliability can be measured by internal consistency, tested with the widely used Cronbach’s α coefficient. Passengers who had taken Taoyuan Metro before were the research subjects, and a total of 400 valid questionnaires were collected. This paper used t-test, ANOVA, Pearson's correlation coefficient, and Important Performance Aanlysis as data analysis methods. 　It was found that gender and education level have little influence on Coustomer Satisfaction. However, overall passengers have most significant differences on Service quality. Besides, the followings are suggested according to the result of this research: Route Directions, Convenience of all stations, Ticket Prices, Business Hours. The above are the project that Taoyuan Metro Company must concentrate on.