Applying Kano Model to Improve Quality of Transferring Service for Mega-Sport Event
| Autor: | Huang, Chun-Han, 黃俊翰 |
|---|---|
| Rok vydání: | 2019 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 107 To host the international sport events has been an important milestone for advanced countries, and the transportation service plays a significant role in the event. Taipei City is the host city of the 2017 Summer Universiade which is the largest scale and the highest level of sport event in Taiwan. The background information for this study is based on 2017 Summer Universiade. The issues that to be discussed in this thesis are to investigate the key elements of transportation service in mega-sport events, and to understand the difference of transportation service elements that passengers with different attributes concerned with; hence, to discover the service elements that efficiently increase satisfaction. Therefore, the service elements and passenger groups that required improvement can be identified. There are relatively few studies on transportation service in the past sport events; therefore, this issue is studied in this thesis. The questionnaire used in this thesis is based on the five dimensions of PZB model, and is integrated with actual services (demand for transportation, location for transportation, service impression, travel experience, customer complaint management) happening in reality. On the basis of Attractive Quality, One Dimensional Quality, Indifference Quality, and Reverse Quality, this thesis applies Kano Model to evaluate the passengers’ satisfaction of each service element. Also, this thesis investigates the relationship between attributes of passengers and satisfaction by using regression analysis. Additionally, this thesis finds out the key service elements of different passenger groups based on different operating suppliers (discussed by unity, bus, and car individually). Thus, the service elements can be prioritized according to the improvement necessity. The results of this research could be a reference for the transportation service for the future mega-sport events. The findings of this research are as follows: 1.“Sufficient destination” is regarded as a fundamental element of transportation service in the mega-sport event. The English communication skill for drivers is neither demanding nor anticipated; however, drivers would be acknowledged to stay friendly by passengers. 2.The bus passengers place more value upon “clear transportation information”, “sufficient transportation frequency”, and other internet related functions such as “free Wi-Fi in the bus”, “free APP for transportation reservation”, and “navigation APP for destination” than the car passengers do. 3.“Complaint management”, ”easy transportation reservation”, “vehicle tidiness”, “sufficient transportation frequency”, and “clear transportation information” are considered as the substantial services by passengers. Therefore, it is more effective to improve the services above. 4.For drivers and staff, decent driver behavior (drive steadily), passionate attitude (assist actively), and pleasant complaint handling (respond properly) should be the key parts in the employee training for the transportation service. 5.Even though the organizer does not provide special courtesy for female passengers, customer satisfaction from female passengers is apparently higher than male passengers. On the other hand, the preferable appraisals are remarkably offered by “VIP identity”, “scheduled shuttle service”, “car-passengers”, and “passengers with more rides for transportation service”. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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