A Study of Service Quality, Consumer Satisfaction and Customer Loyalty－The Case of Taoyuan Airport MRT

• Main Authors: NIEH, HSIAO-YUN, 聶筱芸
• Other Authors: TSAY, TSWN-SYAU
• Format: Others
• Language: zh-TW
• Published: 2019
• Online Access: http://ndltd.ncl.edu.tw/handle/azr78a

碩士 === 亞洲大學 === 經營管理學系 === 107 === The purpose of the study is to investigate the service quality, consumer satisfaction and customer loyalty of Taoyuan Airport MRT. Results of the study could be references for Taoyuan Airport MRT as the improving operational policy. The study was conducted by survey techniques. The questionnaires were collected in two ways: one-site collection, the Taoyuan Airport MRT station and in the MRT train, and from the community website. The content of the questionnaire included the three aspects: service quality, satisfaction and loyalty, and the satisfaction of the Taoyuan Airport MRT was concerned as well. 196 questionnaires were distributed, and 168 valid questionnaires were collected. The results of the study showed that passengers who were satisfied with the overall perception were significantly more satisfied with the quality of service, satisfaction and loyalty than those who were dissatisfied with the overall perception. The most unsatisfactory items for passengers were: satisfied with the fare and willing Buying souvenirs and willing to buy regular tickets. Some comments were suggested to improve the loyalty of the passengers to the Taoyuan Airport MRT.