Ａ Study on the Service Quality of Taichung Railway Warehouse 20 and Its Visitors' Satisfaction.
林育璋、黃世明
E-mail: [email protected]
ABSTRACT
The Taichung railway warehouse 20 is the first station of art displays/activities of railway warehouses plans. Whether the Taichung railway warehouse 20 is successful or not, and it will be the significant indicator of art displays/activities of railway warehouses plans.
The Taichung railway warehouse 20 is part of culture service industries, and it is urgent and necessary subject that how to deliver the appropriate services and to meet visitors' expectance lets visitors satisfied with the service quality. This survey focused on the visitors in Taichung railway warehouse 20, and established the evaluation model for the service quality of Taichung railway warehouse 20 in the following categories: "tangibles", "reliability", "responsiveness", "assurance" and "empathy". The purpose of this study was to understand the visitors' expected service and perceived service of Taichung railway warehouse 20. To realize the gap between the visitors' expected service and perceived service, this study used Importance-Performance Analysis (I.P.A.) method to probe into the service quality of Taichung railway warehouse 20 and its visitors' satisfaction. Convenience sampling method was used to collect data in this study. The questionnaires were accomplished by visitors after visiting Taichung railway warehouse 20; 194 of questionnaires were effective. The result of analysis was listed as follows. 1. The visitors' satisfaction: Overall satisfaction situated between a little satisfaction and satisfaction. The most satisfied categories were "assurance" and "empathy". 2. The service quality of Taichung railway warehouse 20: Visitors dissatisfied with the tangibles of service quality. By I.P.A. method, it finded that three service items have to be improved. According to the conclusion of this study, we proposed several suggestions to Taichung railway warehouse 20.
Keywords : Service quality, satisfaction, Taichung railway warehouse 20.
Table of Contents
第一章 緒論 ...1 第一節 研究背景與動機 ...1 第二節 研究目的 ...3 第三節 研究問題 ...4 第二章 文獻探討
...5 第一節 閒置空間之發展背景與現況 ...5 第二節 服務品質相關理論 ...11 第三節 滿意度相關理論 ...22 第四節 服務品質與滿意度關係 ...26 第三章 研究方法 ...34 第一節 研究架構與假設
...34 第二節 問卷設計與操作性定義 ...36 第三節 抽樣設計 ...39 第四節 資料分析方法 ...39 第五節 研究限制 ...42 第四章 研究結果 ...43 第一節 樣本資料分析
...43 第二節 假設檢定 ...48 第三節 重視度－表現程度分析 ...62 第五章 討論與建議 ...67 第一節 研究結果摘述與討論 ...67 第二節 滿意度與服務品質討論 ...76 第三節 建議
...79 參考文獻 ...82 一、中文部分 ...82 二、英文部分 ...85 三、網路資料 ...90 附錄 一 ...91
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