ASIA unversity:Item 310904400/111851
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    ASIA unversity > 管理學院 > 經營管理學系  > 博碩士論文 >  Item 310904400/111851


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    题名: 服務品質、顧客滿意度與顧客忠誠度之研究－以桃園機場捷運為例
    A Study of Service Quality, Consumer Satisfaction and Customer Loyalty－The Case of Taoyuan Airport MRT
    作者: 聶筱芸
    NIEH, HSIAO-YUN
    贡献者: 經營管理學系
    关键词: 服務品質;滿意度;忠誠度
    Service Quality;Consumer Satisfaction;Customer Loyalty
    日期: 2019
    上传时间: 2019-05-23 02:49:54 (UTC+0)
    出版者: 亞洲大學
    摘要: 本研究的主要目的為探討桃園機場捷運的服務品質以及乘客的滿意度和忠誠度的調查，希望可以利用此次研究的結果提供給桃園機場捷運來做為營運方針改善參考的依據，本研究採用問卷調查法進行，問卷發放方式包含園機場捷運站及車廂內發放，以及社群網站中發放兩種。問卷內容分別以服務品質、滿意度與忠誠度三個構面以及對桃園機場捷運整體的觀感是否滿意來填答，發放問卷共196份，回收後有效問卷合計168份。研究結果顯示對整體觀感感到滿意的乘客對於服務品質、滿意度及忠誠度的感受顯著高於對整體觀感感到不滿意的乘客，而乘客最不滿意的題項為：對票價感到滿意、願意購買紀念品及願意購買定期票，本研究建議推出幾點方案可提供改善，以增進乘客對於桃園機場捷運的忠誠度。
    The purpose of the study is to investigate the service quality, consumer satisfaction and customer loyalty of Taoyuan Airport MRT. Results of the study could be references for Taoyuan Airport MRT as the improving operational policy. The study was conducted by survey techniques. The questionnaires were collected in two ways: one-site collection, the Taoyuan Airport MRT station and in the MRT train, and from the community website. The content of the questionnaire included the three aspects: service quality, satisfaction and loyalty, and the satisfaction of the Taoyuan Airport MRT was concerned as well. 196 questionnaires were distributed, and 168 valid questionnaires were collected. The results of the study showed that passengers who were satisfied with the overall perception were significantly more satisfied with the quality of service, satisfaction and loyalty than those who were dissatisfied with the overall perception. The most unsatisfactory items for passengers were: satisfied with the fare and willing Buying souvenirs and willing to buy regular tickets. Some comments were suggested to improve the loyalty of the passengers to the Taoyuan Airport MRT.
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