公營事業服務品質評量─以台灣鐵路局為例

Measuring Service Quality in State-owned Enterprise Taiwan Railway Administration

蘇字謙(Tzu-Chien Su)

指導教授 ： 喬凌浩

國立臺北科技大學/設計學院/創新設計研究所/碩士(2014年)

https://doi.org/10.6841/NTUT.2014.00298

摘要

服務品質在現今的國際社會中十分受到重視，公共建設或公營事業的服務品質深切影響著人民的生活品質。要提升或改善公營事業的服務品質，必須先能客觀的評量，才能有效的建議。台鐵是台灣具代表性的公營事業體，以客觀的研究方法研究台鐵的經營現況，並檢驗其服務品質，判斷台鐵的服務品質是否需要提升或改進。
本研究參考現有的服務品質模型，以使用者為中心的思維，發展針對台鐵的服務檢測問卷。從服務傳送的兩端檢視台鐵的服務現況。研究發現：台鐵的服務品質在提供方與使用者之間存在著認知差距；整體服務項目在使用者的認知中存在著不同需求類型的服務。雖然不同使用族群對於台鐵細節的服務看法不一，但多數使用者對於台鐵的服務都感受平淡。研究的結果具體可歸納為：「服務的品質」、「服務雙方認知差距」與「服務的需求類型」。將三種結果利用於服務設計中，應該可以對於服務設計在具體落實的過程中有相當的幫助。

關鍵字

台鐵 ； 服務品質 ； 服務設計 ； 公營事業

並列摘要

Nowadays, service quality is important through the world. The service quality has affected people’s lives deeply. To improve this, we need to measure it objectively first, and then we can make a practical suggestion. Taiwan Railway Administration (TRA) is a typical State-owned Enterprise in Taiwan. By researching TRA's situation, we can judge whether its service quality needs improving or not.
Beginning from the service-quality model existing now, this research uses the method called user-center design thinking to develope a service-quality questionnaire for TRA. The purpose is to survey delivery cognition from provider and users at the same time. The result of the survey shows us that the whole situation of TRA's service. Finally, we found that there's a cognition gap existing between TRA and its users in this research. Users consider that there are some different levels for service demand from TRA. Even though different users have different ideas for TRA, most users feel ordinary from TRA’s services. There are three specific results in this research as followed, "The service quality of TRA", "The cognition gap in service delivery "and "The different level of service demand". A service experience designer can use these three results to accommplish an ideal service. This conclusion from the research should be really helpful to change a design of service into a real service.

並列關鍵字

Taiwan Railway ； Service quality ； Service design ； State-owned Enterprise

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