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| DC 欄位 | 值 | 語言 |
|---|---|---|
| dc.contributor.advisor | 余峻瑜 | |
| dc.contributor.author | Wen-Chin Chang | en |
| dc.contributor.author | 張文晉 | zh_TW |
| dc.date.accessioned | 2021-05-13T08:40:44Z | - |
| dc.date.available | 2020-11-07 | |
| dc.date.available | 2021-05-13T08:40:44Z | - |
| dc.date.copyright | 2017-02-08 | |
| dc.date.issued | 2016 | |
| dc.date.submitted | 2016-10-18 | |
| dc.identifier.citation | 一. 中文部分
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| dc.identifier.uri | http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/4027 | - |
| dc.description.abstract | 自古以來，觀光與交通運輸的關係密不可分，近年我國搭機旅客人數不斷攀升，面對不斷增加的國內外旅客，國內大眾運輸系統的服務體驗勢必要同時發展才能與觀光的動能相輔相成。
本研究以國內使用大眾捷運系統前往松山機場之旅客為研究對象，目標在找出影響顧客滿意度的因素，以期能提升服務服務體驗。首先，使用滿意度問卷與訪談來蒐集我國旅客的服務體驗，並將訪談逐字稿歸納整理為簡要的訪談語句，透過質化與量化方法的結合，交叉分析滿意度與訪談語句找出傾向滿意與傾向不滿意的關鍵因素，接著藉由同理心地圖(Empathy Map)及顧客旅程地圖(Customer Journey Map)的輔助來找出形成關鍵因素的可能成因。本研究最後提出相關建議，以供決策單位參考。 | zh_TW |
| dc.description.abstract | From ancient times, the relationship between tourism and public transportation has been inseparable. In recent years, airline passengers have been growing rapidly in Taiwan. To deal with the increasing tourists, the development of tourism requires the improvement in service experience of public transportation.
This study aims to investigate the possible drivers of customer satisfaction to improve the service experience of passengers who take the MRT to Taipei International Airport. We first collect service experiences of the local passengers in Taiwan by survey and interview. With the combine of quality and quantity methods, the researcher finds out the critical factors which cause the intendancy of satisfaction by cross-analysis between customer satisfaction and sentences which generalized form the transcripts. Finally, this research identify with the causes of critical factors with empathy map and customer journey map. Some advises are suggested in this study in reference to policy maker of the TRT Corporation | en |
| dc.description.provenance | Made available in DSpace on 2021-05-13T08:40:44Z (GMT). No. of bitstreams: 1 ntu-105-R03741069-1.pdf: 2500922 bytes, checksum: fdfea71d8c6a09f3152567b2ab464665 (MD5) Previous issue date: 2016 | en |
| dc.description.tableofcontents | 口試委員會審定書 #
誌謝 i 中文摘要 ii ABSTRACT iii 目錄 iv 表目錄 vii 圖目錄 ix 第一章 緒論 1 1.1 研究背景 1 1.2 研究動機 3 1.3 研究目的 5 1.4 研究範圍與限制 5 第二章 文獻探討 6 2.1 滿意度 6 2.1.1 滿意度定義 6 2.1.2 顧客滿意度的衡量構面 8 2.1.3 顧客滿意度衡量尺度 8 2.1.4 大眾運輸滿意度相關文獻 9 2.2 服務體驗 14 2.2.1 服務之定義 14 2.2.2 服務之特性 14 2.2.3 服務體驗之定義與構面 16 2.2.4 服務體驗之構面 16 2.2.5 服務體驗與滿意度之關聯性 17 2.3 大眾運輸系統績效指標 18 2.3.1 國內大眾運輸系統服務績效指標 18 2.3.2 國外大眾運輸系統服務績效指標 19 2.3.3 小結 20 第三章 研究方法 22 3.1 研究架構 22 3.2 問卷調查法 22 3.3 深度訪談法 23 3.4 文本分析 23 3.5 同理心地圖 24 3.6 顧客旅程地圖 26 3.7 研究流程 28 第四章 研究結果 30 4.1 資料收集 30 4.1.1 研究對象 30 4.1.2 研究要點與流程 32 4.1.3 問卷設計與訪談大綱 33 4.1.4 問卷與訪談前測 34 4.2 資料統計分析 34 4.2.1 信度效度分析 34 4.2.2 受訪者基本資料分析 35 4.2.3 受訪者滿意度分析 38 4.2.4 受訪者不同基本屬性對滿意度之差異 40 4.3 訪談語句分析 44 4.3.1 訪談語句次數次數分析 44 4.3.2 第一階段：轉乘 50 4.3.3 第二階段：月台候車 52 4.3.4 第三階段：搭乘捷運 56 4.3.5 第四階段：從捷運站前往機場 61 4.4 同理心地圖 70 4.5 顧客旅程地圖 74 第五章 研究結論與建議 78 5.1 研究結論 78 5.2 研究建議 80 5.2.1 優先處理顧客旅程中滿意度的低點 80 5.2.2 針對關鍵因素之成因進行改善 81 5.2.3 未來研究方向 81 參考文獻 82 附錄一 台北國際航空站核准函 88 附錄二 問卷樣本 89 附錄三 訪談大綱 91 附錄四 訪談語句彙整表 93 | |
| dc.language.iso | zh-TW | |
| dc.subject | 同理心地圖 | zh_TW |
| dc.subject | 機場 | zh_TW |
| dc.subject | 大眾運輸 | zh_TW |
| dc.subject | 滿意度 | zh_TW |
| dc.subject | 顧客旅程地圖 | zh_TW |
| dc.subject | public transportation | en |
| dc.subject | customer journey map | en |
| dc.subject | empathy map | en |
| dc.subject | customer satisfaction | en |
| dc.subject | airport | en |
| dc.title | 我國旅客使用大眾捷運系統前往機場之體驗探討：以台北捷運文湖線為例 | zh_TW |
| dc.title | Passenger Service Experience Research on Airport MRT: A Case Study of Wenhu Line in Taipei City | en |
| dc.type | Thesis | |
| dc.date.schoolyear | 105-1 | |
| dc.description.degree | 碩士 | |
| dc.contributor.oralexamcommittee | 郭佳瑋,孔令傑 | |
| dc.subject.keyword | 機場,大眾運輸,滿意度,同理心地圖,顧客旅程地圖, | zh_TW |
| dc.subject.keyword | airport,public transportation,customer satisfaction,empathy map,customer journey map, | en |
| dc.relation.page | 104 | |
| dc.identifier.doi | 10.6342/NTU201603680 | |
| dc.rights.note | 同意授權(全球公開) | |
| dc.date.accepted | 2016-10-19 | |
| dc.contributor.author-college | 管理學院 | zh_TW |
| dc.contributor.author-dept | 商學研究所 | zh_TW |
| 顯示於系所單位： | 商學研究所 | |
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