| 摘要(英) |
As a result of the highly development of economic and he increasing of GNP in these 10 years as well as the tourism policy of Government that five-day workweek. There is a common rule on Taiwan, nowadays, people place more importance on their leisure life and the tourism became more and more prosperous year after year.
The railway transportation which used to take person transit as its major duties has now upgraded its role to match the need of tourism. In the same time, the passengers have change their standard of service need from the quantity vary to quality. Today, people not only ask the railway to be more rapid and more comfortable but also they need a spick and span traffic environment. For this reason, the men who are in charge of the clean job for the train became the key person to make passenger satisfied.
Service industries in Taiwan have already become the major role of national economic and the output values of it have been unceasingly increased. However, the quality of service still fall behind the development of economic and this always make people dissatisfied. Taiwan Railway Administration have take it as a goal all the way to upgrade its quality of service, such like the security of train, to arrive on time , to offer seat for each ticket and so on. And of course the clean environment of train is one item of service. Among all the items of service, we have to pay more attention on this item ─ service attitude which will be the critical factor to effect the satisfaction of customer. So, all enterprise takes it as top one item to maintain service attitude.
Basic on above, the research aim its purpose upon the cognition of customer that while in their mind what the relation between service attitude and the quality of service. We try to use science appliance such as statistic analysis to research the cognition of customer on system way, and make a calculation upon the entire index of the quality of service. We take Taiwan Railway Administration as our research sample and examine the crewman, transit team, and the number of runs of scheduled trains (between Taipei and Kaoshung), and we use questionnaire a our investigate tool which have retrieved 75% at final.
As the outcome of research, we can read that while we take the service attitude as the only factor which related to service quality then we can not get enough characterization upon all the study of service quality. However we can read that the index of service attitude is very similar to that of service quality. At the end of this research we sum up several kinds of service attitude which can lead to calculate the related index of service quality.
If the S.W Company which have been the important role of this research can use its organization power to investigate this topic long-termly, and accumulate enough information upon the service attitude and the improvement of service quality, then it can lead the clean environment of the train onto a whole new limits and can get the top 1 service quality. |
| 參考文獻 |
一、中文參考書目
林東陽(1997)，直屬上司領導行為、員工工作滿足與人格特質對服務態度之影響-以百貨公司第一線服務人員為例，成公大學企業管理研究所碩士論文。
蔡蕙如(1994)，員工工作生活品質與服務態度之研究－以百貨公司、便利商店、量販店、餐廳之服務人員為例，國立中山大學企業管理研究所未出版碩士論文。
陳孟修(1999)，零售業員工的人格特質與工作生活品質對組織承諾、工作投入、服務態度與工作績效的影響之研究，中山大學企業管理研究所博士論文。
邱國銘(2001)，銀行行員的壓力源、工作倦怠與工作態度之研究，國立中山大學人力資源管理研究所未出版之碩士論文，14-19。
曾淑慧 (2004)，國際線航空公司空服員對組織文化認知與服務態度之相關研究，世新大學，未出版之碩士論文，14-19。
徐于娟 (1998)。餐飲服務人員工作生涯品質、服務態度之關係對顧客滿意度、顧客忠誠度影響之研究。中國文化大學觀光事業研究所碩士論文。
彭雪紅 (2004)。員工對服務態度之認知與服務品質之關聯 以W主題樂園為例。國立中央大學/人力資源管理研究所碩士在職專班碩士論文。
二、英文參考書目
Bolton, R. N. ＆ Drew, J. H. (1991a). “A Longitudinal Analysis of The Impact of Service Changes on Customer Attitudes”, Journal of Marketing, 5(Jan.), pp. 1- 9.
Gronroos, C. (1982). “Strategic Management and Marketing in the Service Sector”, Marketing Service Institute.
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Larsen, S & Bastiansen, T. (1991). Service Attitude in Hotel and Restaurant Staff and Nurse. International Journal of Contemporary Hospitality Management, 4: 27-3.
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Lehtinen, U.＆ Lenhtinen, J.R. (1984). Service Quality: A Study of Quality Dimensions, unpublished workingpaper, Helsinking Service Management Institute Finland.
Lewis, R. C. & Booms, B. H. (1983). The Marketing Aspects of ServiceQuality. In L. Berry, G. Shostack, & G.Upah (Eds.), Emerging Perspectives on Services Marketing, (pp. 99-107). Chicago: American marketing.
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Oliver, R. L. (1981). Measurement and evaluation of satisfaction processes in retail settings. Journal of Retailing, 57, 25-48.
Parasurama, A., Zeithaml, V. A. & Berry, L. L. (1988). SERVQUAL: A Multiple Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, Vol. 64, No. 1, pp. 12 – 40.
Parasuraman, A., Zeithaml, V.A. ＆ Berry, L.L. (1985). “Problem and Strategies in Service Marketing”, Journal of Marketing, Vol. 49 Spring, pp 33- 46.
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Parasuraman, A., Berry, L.L. & Zeithaml, V.A. (1991). Refinement and Reassessment of the SERVQUAL Scale. Journal of Retailing, 70, 201-229.
Rogelberg, S. G., Barnes-Farrell, J. L. & Creamer, V. (1999). Customer Service Behavior: The Interaction of Service Predisposition and Job Characteristics. Journal of Business and Psychology, 13, 421-435.
Schiffman, L. G. & Kanuk, L. L. (1994). Consumer Behavior, Englewood Cliffs. N. J.: Prentice – Hall, Inc. |
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