Application of Kano-IPA mode and Quality Function Deployment for the Service Quality Improvement of Highway Electronic Toll Collection (eTag) System
| Autor: | Po-Chih Hsu, 許博智 |
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| Rok vydání: | 2014 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 102 Far Eastern Electronic Toll Collection Co. (FETC) was commissioned by Taiwan Area National Freeway Bureau to set up the Electronic Toll Collection (ETC) service, to cooperate with the national transportation policies. The new distance-based system has started since December 30th, 2013, and charges road users according to their travel distances on the national highways. There are several benefits from the ETC system (called eTag). For instance, the users enjoy driving on freeway without stopping to pay toll. In addition, the reduction of oil consumption and improvement of air and noise quality will also be achieved. However, since the new system is still in its inception stage, the penetration rate of eTag has not reached the predetermined threshold and FETC still needs to improve the system and the relevant services. This research aims to investigate the service qualities of eTag and proposes improvement strategies for eTag to enhance its service qualities. The Kano two-dimension quality model is adopted to examine the service qualities of eTag. Furthermore, the result of Kano model is integrated in the quality function development (QFD) method to propose the improvement strategies and to determine their implementation priority. The result of the Kano model shows that the eTag users focus more on the convenience. This coincides with the most important improvement strategy “increasing eTag service stations” determined by QFD method. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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