乘客對台灣高鐵服務品質滿意度之研究

A Study of Taiwan High Speed Rail Corporation on It’s Passengers Service Quality and Customer Satisfaction

鄭涵云(Han-Yun Cheng)

指導教授 ： 張健豪

國立高雄餐旅大學/餐旅學院/旅遊管理研究所在職專班/碩士(2008年)

摘要

本研究問卷方式以一年內曾由左營站搭乘台灣高速鐵路股份有限公 司(Taiwan High Speed Rail Corporation；THSRC；以下簡稱：台灣高鐵； THSR)之乘客進行調查，瞭解乘客對該站站務人員服務品質之感受。 服務品質應用PZB 模式（Parasuraman, Zeithaml & Berry, 1985）的5 個因素：有形性、可靠性、回應性、確實性、關懷性，發現：(1)女性在 服務品質關懷性滿意度顯著高於男性；(2)29 歲以下的乘客對台灣高鐵左 營站站務人員的信賴感及承諾的服務能力，較40-49 歲的乘客的滿意度 高；(3)大學程度的乘客對台灣高鐵左營站站務人員專業知識及服務乘客 的意願及能力，較專科程度的乘客的滿意度高；(4)從事服務業的乘客對 於台灣高鐵不論在其設施、人員的儀容、穿著、信賴感、服務的能力與 意願、專業知識與關懷乘客個別需要的能力，均高於其他職業之乘客； (5)平均月收入在2 萬到4 萬之乘客對台灣高鐵左營站站務人員關懷乘客 個別需要之能力，較平均月收入在4 萬到6 萬的乘客滿意度高。 本研究針對檢定結果對學理、台灣高鐵與後續研究提出建議策略， 期能裨益產、官、學、研各界擘劃營運方針暨服務策略，使其對服務品 質滿意度提升與後續相關研究議題之參考。

關鍵字

服務品質 ； 滿意度PZB 模型 ； 台灣高鐵

並列摘要

The research explores the Taiwan High Speed Rail Corporation passengers’ service
quality and satisfaction. Sampling is based collecting at Zuoying Station, Kaoshiung,
Taiwan.
The conclusion of the research summarizes five main aspects. First, the
female obviously has greater satisfaction than those of male in Empathy. Secondly,
passengers whose ages under 29 (included) are greater satisfaction to staff in
Zuoying station than those of whose ages are under 40-49. Third, comparison
passengers whose background are at university level with those college level, the
former indicates greater satisfaction to Zuoying station staff on their expertise and
service-oriented ability than that of the latter. Fourth, passengers who are engage
in service industry indicates that they are all greater satisfied with all P.Z.B. five
dimensions than passengers working in other field. Finally, on dimension of
Empathy, passengers’ average income during NT20000-40000 (included) is
greater satisfaction to that income during NT40001-60000 (excluded) on Zuoying
station staff.
The research’s conclusion simultaneously furthers its suggestions to not only
academic field, but also Taiwan High Speed Rail Corporation and advance study.
It hopefully contributes a bit to those abovementioned that.

並列關鍵字

service quality ； satisfaction ； P.Z.B. model ； Taiwan High Rail Corperation

參考文獻

Air Travel:The First Step Toward Quality Improvement, Transportation

王美玲（2008），「銀行業顧客服務品質滿意度之研究—以大台北地區為例」，

林萬發（2008），「臺北市商店街區輔導績效評估機制之探討」，臺灣大學高階

Kotler,P.(2003), Markering Management,11th ed., Pearson Education.

翁崇雄（1998），「期望服務與服務績效影響服務品質評量之研究」，台大管理叢