臺灣鐵路管理局客運服務品質之研究

Abstract

本研究以臺灣鐵路管理局客運服務面為主要課題，研究目的係希望藉由PZB服務品質概念模式探究台鐵客運之服務品質，依據PZB模式之SERVQUAL量表為參考，建立適用台鐵客運服務品質的評估指標，並探討「旅客期望的服務水準」、「旅客實際感受的服務水準」與「台鐵管理者認知旅客期望的服務水準」之間是否分別存在認知差距(缺口1及缺口5)，以及旅客人口統計變數、行為變數對於「服務品質構面認知程度」、「知覺價值」及「整體滿意度」認知的差異性，以及管理者人口統計變數對所認知的「旅客預期服務品質程度」是否具差異性。最後再依據研究結果提出結論與建議，以供台鐵未來在擬定服務品質改善措施時之參考。

This study focuses on the passenger service quality of Taiwan Railways Administration (TRA). The purposes of this study are analyzing the service quality of passenger transportation in TRA based on PZB’s conceptual model of service quality, seting up the assessment indicator of the passenger transportation service quality for TRA according to PZB’s SERVQUAL measurement, and examining if there is any disagreement between the service level of “passengers’ expectations”, “passengers’ perceptions”, and “managers’ perceptions of the passengers’ expectations”, (Gap 1and Gap 5). Moreover, this study examines if there is a significant difference on “the perception of service quality“', “perceived value“', and “'customer satisfaction”of passengers’ demographic parameters and behavior parameters, and examines if there is a significant difference on “perception of the passengers’ expectations” of managers’ demographic parameters. In the end, this study makes the conclusion and suggestion for TRA to improv the service quality in the future.