The Study of Taipei MRT Service Quality

摘要：

This paper studied the service quality of Taipei Metropolitan Rapid Transit (MRT) System using a SERVQlAL questionnaire and Importance-Performance analysis. The original SERVQlAL question items were modified to fit the context of Taipei Metropolitan Rapid Transit characteristics. After the conduction of the survey, statistics analyses such as factor analysis and ANOVA analysis were applied to understand the expectation and experience of the customers. The results showed that the expectation of the customers were still growing and there were service areas needed to be improved. The ImportancePerformance analysis was then applied to identify the areas of services to he improved.

关键词： Service quality Metropolitan Rapid Transit SER VQUAL Importance-Performance Analysis

作者: Samuel Y. Ruan Shih-Chang Wang

作者单位: Department of Business Administration Lunghwa University of Science and Technology Taoyuang, Chinese Taipei

会议类型: 国际会议

会议名称: 2011 IEEE International Summer Conference of Asia Pacific Business Innovation and Technology Management(2011 IEEE国际暑期亚太区业务创新与科技管理会议 APBITM2011)

会议地点: 大连

会议语种:英文

页码: 269-272

在线出版日期: 2011-07-10（万方平台首次上网日期，不代表论文的发表时间）