中大機構典藏-NCU Institutional Repository-提供博碩士論文、考古題、期刊論文、研究計畫等下載:Item 987654321/65425
English  |  正體中文  |  简体中文  |  Items with full text/Total items : 67621/67621 (100%)
Visitors : 23087223      Online Users : 331
RC Version 7.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.
Scope Tips:
  • please add "double quotation mark" for query phrases to get precise results
  • please goto advance search for comprehansive author search
  • Adv. Search
    HomeLoginUploadHelpAboutAdminister Goto mobile version


    Please use this identifier to cite or link to this item: http://ir.lib.ncu.edu.tw/handle/987654321/65425


    Title: 國內ETC服務品質之研究
    Authors: 王建森;Wang,Chien-sen
    Contributors: 高階主管企管碩士班
    Keywords: 智慧型運輸系統;服務品質;電子收費;Intelligent Transportation System;Service Quality;ETC
    Date: 2014-07-11
    Issue Date: 2014-10-15 15:31:11 (UTC+8)
    Publisher: 國立中央大學
    Abstract: 智慧型運輸系統(Intelligent Transportation System,簡稱ITS)乃是應用先進的電子,通信,資訊與感測等技術,以整合人,路,車的管理策略,提供即時的資訊而增進運輸系統的安全,效率及舒適性,同時也減少交通對環境的衝擊。在國內ETC轉換的過程中,服務成員彼此間相互分享及學習,將使ETC所擁有的價值擴大,進而為企業帶來更大的效益。
    本研究採用問卷調查方式,並以ETC顧客為研究對象,共發出問卷350份,回收291份,本研究採用的方法為單因子變異數分析、t檢定、相關分析等方法,獲得以下結果:
    一、不同背景變項的受訪者對國內ETC服務品質部份層面有顯著的差異。
    二、國內ETC服務品質各層面之間大部份為顯著中度正相關。
    三、本研究建議ETC徹底落實服務策略、交易專業策略,來創造服務品質。
    四、ETC服務人員宜透過教育訓練,提升服務品質以增進營運績效。;Intelligent Transportation Systems are the applications of advanced electronics, communications, information and sensing technology to integrate people, road and vehicle into the management tools to provide real-time information, to enhance the security of the transport system, and to increase the efficiency and comfort. This systems are also reducing the environmental impact of transportation. Through the ETC conversion process, the service members shared and learned each other. It will make the value of ETC to be expanded, and thus bring greater corporate efficiency gains.
    By adopting the questionnaire survey method, this research has contacted 350 ETC customers and validly collected 291 responsdents. Ours research has examined the data by using the one-way analysis of variance, the paired t-test, and other related statistical methods. The results are as following:
    1. There is a great discrepancy on the service quality from the ETC interviewees with different backgrounds.
    2. The level of ETC service quality have positive correlation at the medium level.
    3. We suggests that thorough implementation of ETC service strategy and professional trading strategies would create quality of service.
    4. ETC service personnel must to have appropriate education and training to improve the service quality that ensures to enhance operating performance.
    Appears in Collections:[Executive MBA] Electronic Thesis & Dissertation

    Files in This Item:

    File Description SizeFormat
    index.html0KbHTML500View/Open


    All items in NCUIR are protected by copyright, with all rights reserved.

    社群 sharing

    ::: Copyright National Central University. | 國立中央大學圖書館版權所有 | 收藏本站 | 設為首頁 | 最佳瀏覽畫面: 1024*768 | 建站日期:8-24-2009 :::
    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library IR team Copyright ©   - Feedback  - 隱私權政策聲明