The Relationship Between Location-Based Service Quality and Satisfaction – Using Uber as an Example
| Autor: | HSU,CHUNG-MING, 徐中明 |
|---|---|
| Rok vydání: | 2016 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 104 Technology advances in communication, mobile devices improve continuously. These information technologies are fully integrated into our everyday life, changing our traditional way of life and habits. Innovative technology also led to the global financial market liberalization trade patterns. In Taiwan. the construction of 4G coverage is up to 79%, coupled with the popularity of wireless networks. Driving the Internet and communication technology applications more mature and stable. The innovation of mobile phone and device expanded. The opportunities of Location-Based Service; shared economic rises and achieves Uber's development. This thesis uses the service quality model (SERVQUAL) to analyze the study of Uber’s Location-Based Services quality and satisfaction, and the two-dimensional quality model (Kano Model) to analyze of service quality factor. The analysis shows that the most satisfactory facet of passengers is “Assurance”, the most dissatisfied facets are “Reliability” and “Empathy”. In quality classification results, there are two attractive qualities, two one-dimensional qualities, 5 must-be qualities, 13 indifferent qualities. The attractive qualities can increase passenger satisfaction. The key elements of quality are “Uber assesses driver quality and a two-way scoring system, for your trust”, “if Uber provides travel reservation services, service satisfaction will increase (vehicle reservation, time, place)”, “if the driver detour, passengers can direct customer complaints (App notification), Uber will be processed and refund as soon as possible“ and “if Uber sets business locations in Taiwan, as well as customer service calls, service satisfaction will increase”. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
| Externí odkaz: |
|