服務品質、顧客滿意度與再搭乘意願之研究─以台灣高鐵為例

A Study of Customer Service Quality,Customer Satisfaction and Customer Loyalty：A case of Taiwan High Speed Rail

林俊瑋(Chun Wei Lin)

指導教授 ： 蘇文斌

亞洲大學/管理學院/國際企業學系碩士班/碩士(2008年)

摘要

台灣高鐵自民國96年正式營運通車，將台灣西部主要都市整合成一日生活圈，其所提供的運輸服務，影響民眾的生活與型態。也提高原先陸上大眾交通運輸業的競爭，在高度競爭的情況下，高鐵當局惟有致力贏取顧客的認同與喜愛，才能確保其競爭優勢。
研究結果發現：(1)高鐵的服務品質對於再搭乘意願的行為意向有顯著正相關。(2)乘客在顧客滿意度與再搭乘意願是有顯著正相關。(3)不同的人口統計變項的乘客在顧客滿意度有顯著性的差異。(4)不同的人口統計變項的乘客在再搭乘意願上有顯著性的差異。

關鍵字

服務品質 ； 顧客滿意度 ； 再搭乘意願

並列摘要

Taiwan high speed rail operate the transport service in the 96th year of the Republic of China . It affect the habit of customer , it also change the business region in the western of Taiwan. The public transit business was high competition , So the Taiwan high speed rail authority should keep the good service quality ,and earn the respect and affection of the customer.
The result of study ：(1)The service quality of the high rail has positive correlation for the consuming intention. (2) The satisfaction of passengers shows positive correlation for the consuming intention. (3)The different demographic statistics has dominant differences in customer satisfaction. (4) The different demographic statistics has dominant differences in consuming intention.

並列關鍵字

Service Quality ； Customer Satisfaction ； Consumer Intention

參考文獻

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