| dc.description.abstract | 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. | en_US |