A Conceptual Model of Service Quality and Its Applications for the Satellite Taxi Industry in Taipei
| Autor: | Wen-Li Su, 蘇文理 |
|---|---|
| Rok vydání: | 2008 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 96 In addition to mass transportation systems, such as the Mass Rapid Transit system (MRT), taxi is the secondary most popular form of public transit in Taiwan’s metropolitan areas. It has become major trend of taxi operation with global satellite position system (GPS). With such a taxi-dispatched system, we could certainly not only trace the positions of the taxi vehicles and prevent criminal event, but also improve the service quality and efficiency of taxi operation. A lot of scholars have proposed a multidimensional, hierarchical model to measure service quality in recent years. Therefore, in this study, we attempt to use AHP as basis to develop a service quality measurement model and apply it in Satellite Taxi service. Delphi questionnaires have been conducted twice in this research, 4 first-level indicators and 21 second-level indicators on the performances of Satellite Taxi have been consistently established. In the third survey, AHP has been adopted to calculate the relative weight of each index. The priority order of these 4 first-level indicators are “To travel by a satellite taxi is safe”, “To travel by a satellite taxi is comfortable”, “To provide service to customers on taxi”, and “Rear service”. The top three priorities of the second-level indicators are “Observes the traffic regulations”, “To have vocational registration”, and “The license plate is clear”. After the questionnaire survey, the material collects entire and the statistical analysis, AHP can induct the new concept regarding the satellite taxi evaluated weight. The conclusion of the research may be a good reference for the government when evaluates satellite taxi motorcades. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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