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應用Kano二維品質模式分析鐵道文化園區之服務品質–以台糖公司蒜頭糖廠蔗...

黃秋玫

應用Kano二維品質模式分析鐵道文化園區之服務品質–以台糖公司蒜頭糖廠蔗埕文化園區為例 = = Applying Kano Model to Analyze the Service Quality of Railway Cultural Park - Taking Taiwan Sugar Company's Suantou Sugar Factory Cultural Park as an Example /

Record Type:	Language materials, printed : Monograph/item
Title/Author:	應用Kano二維品質模式分析鐵道文化園區之服務品質–以台糖公司蒜頭糖廠蔗埕文化園區為例 =/ 黃秋玫.
Reminder of title:	Applying Kano Model to Analyze the Service Quality of Railway Cultural Park - Taking Taiwan Sugar Company's Suantou Sugar Factory Cultural Park as an Example /
remainder title:	Applying Kano Model to Analyze the Service Quality of Railway Cultural Park - Taking Taiwan Sugar Company's Suantou Sugar Factory Cultural Park as an Example.
Author:	黃秋玫
Published:	雲林縣 :國立虎尾科技大學 , : 民113.06.,
Description:	[8], 50面 :圖, 表 ; : 30公分.;
Notes:	指導教授: 吳俊儀.
Subject:	Railway Cultural Park. -
Online resource:	電子資源

應用Kano二維品質模式分析鐵道文化園區之服務品質–以台糖公司蒜頭糖廠蔗埕文化園區為例 = = Applying Kano Model to Analyze the Service Quality of Railway Cultural Park - Taking Taiwan Sugar Company's Suantou Sugar Factory Cultural Park as an Example /
黃秋玫

應用Kano二維品質模式分析鐵道文化園區之服務品質–以台糖公司蒜頭糖廠蔗埕文化園區為例 =Applying Kano Model to Analyze the Service Quality of Railway Cultural Park - Taking Taiwan Sugar Company's Suantou Sugar Factory Cultural Park as an Example /Applying Kano Model to Analyze the Service Quality of Railway Cultural Park - Taking Taiwan Sugar Company's Suantou Sugar Factory Cultural Park as an Example.黃秋玫. - 初版. - 雲林縣 :國立虎尾科技大學 ,民113.06. - [8], 50面 :圖, 表 ;30公分.

指導教授: 吳俊儀.

碩士論文--國立虎尾科技大學企業管理系經營管理碩士在職專班.

含參考書目.

因應嘉義蒜頭糖廠五分車延駛至嘉義高鐵站路線及故宮南院線通車後，台糖公司蒜頭糖廠蔗埕文化園區服務人員營運、班次、人力及環境設施等，營運狀況與通車前情況不同，園區內提供的服務項目對於遊客的需求可能會不盡相同。本研究將以遊客的滿意度為研究對象，透過Kano模式分類各項服務對於遊客重要性，藉由遊客端檢視鐵道文化園區提供服務項目類型，服務項目類型屬於基本需求者則持續保持，服務項目類型對於遊客較不滿意者優先改善，而提供什麼服務項目類型可以增加滿意度，進而改善企業服務品質。本研究參考過去文獻有關服務品質服務項目，以正向及反向的問項方式設計問卷，針對所有顧客為對象採無記名方式進行，計40題，並透過Kano品質要的素歸類及相關彙整，總共發放問卷248份，有效問卷回收共214份，有效問卷回收率為86％，經分析後研究的結果，個案鐵道文化園區所歸類出的一維品質16項，當然品質4項。再以Matzler & Hinterhuber(1998)提出的Kano品質改善指標計算服務品質增加滿意之指標數值及減少的不滿意的指標數值，應優先改善服務項目分別為有形性3項「1.園區鐵路服務人員具備儀表乾淨整齊」、「3.園區硬體設施具備完善(有無障礙設施、廁所、舒適乾淨的哺乳室)」、「7.園區五分車車廂具備座位空間充足舒適、整潔乾淨」；保證性1項「19.園區鐵路服務人員態度具備禮貌良好」；反應性為1項「35.遊客遇到問題，鐵路服務人員會盡力協助解決」，共5項，以做為個案鐵道文化園區經營資源配置參考依據。.

(平裝)Subjects--Topical Terms:

1449666
Railway Cultural Park.

應用Kano二維品質模式分析鐵道文化園區之服務品質–以台糖公司蒜頭糖廠蔗埕文化園區為例 = = Applying Kano Model to Analyze the Service Quality of Railway Cultural Park - Taking Taiwan Sugar Company's Suantou Sugar Factory Cultural Park as an Example /
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500 $a 指導教授: 吳俊儀.
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502 $a 碩士論文--國立虎尾科技大學企業管理系經營管理碩士在職專班.
504 $a 含參考書目.
520 3 $a 因應嘉義蒜頭糖廠五分車延駛至嘉義高鐵站路線及故宮南院線通車後，台糖公司蒜頭糖廠蔗埕文化園區服務人員營運、班次、人力及環境設施等，營運狀況與通車前情況不同，園區內提供的服務項目對於遊客的需求可能會不盡相同。本研究將以遊客的滿意度為研究對象，透過Kano模式分類各項服務對於遊客重要性，藉由遊客端檢視鐵道文化園區提供服務項目類型，服務項目類型屬於基本需求者則持續保持，服務項目類型對於遊客較不滿意者優先改善，而提供什麼服務項目類型可以增加滿意度，進而改善企業服務品質。本研究參考過去文獻有關服務品質服務項目，以正向及反向的問項方式設計問卷，針對所有顧客為對象採無記名方式進行，計40題，並透過Kano品質要的素歸類及相關彙整，總共發放問卷248份，有效問卷回收共214份，有效問卷回收率為86％，經分析後研究的結果，個案鐵道文化園區所歸類出的一維品質16項，當然品質4項。再以Matzler & Hinterhuber(1998)提出的Kano品質改善指標計算服務品質增加滿意之指標數值及減少的不滿意的指標數值，應優先改善服務項目分別為有形性3項「1.園區鐵路服務人員具備儀表乾淨整齊」、「3.園區硬體設施具備完善(有無障礙設施、廁所、舒適乾淨的哺乳室)」、「7.園區五分車車廂具備座位空間充足舒適、整潔乾淨」；保證性1項「19.園區鐵路服務人員態度具備禮貌良好」；反應性為1項「35.遊客遇到問題，鐵路服務人員會盡力協助解決」，共5項，以做為個案鐵道文化園區經營資源配置參考依據。.
520 3 $a Following the extension of the Garlic Sugar Factory Tourism Train to the Chiayi High-Speed Rail Station route and the opening of the National Palace Museum Southern Branch line, the operational conditions of Taiwan Sugar Corporation's Suantou Sugar Factory Railway Cultural Park, including staff operations, schedules, manpower, and environmental facilities, have changed compared to before the new routes were established.The services offered within the park may vary in response to the diverse needs of visitors. The focus of the study is on customer satisfaction, using the Kano model to classify the importance of various services to visitors. The goal is to examine the types of services provided by the railway cultural park from the visitor's perspective, maintain basic needs if they belong to that category, prioritize improvement for less satisfactory services, and identify services that can increase satisfaction to enhance overall service quality. The study utilized a questionnaire with both positive and negative statements related to service quality and service items. The survey was conducted anonymously among all customers, comprising 40 questions. A total of 248 questionnaires were distributed, and 214 valid responses were collected, resulting in an 86% response rate. The analysis of the results revealed 16 One-dimensional Quality items and 4 Must-be Quality items in the railway park. Following the Kano quality improvement indicators, the study prioritizes improvement for three tangible items: "1. Clean and neat appearance of railway service personnel," "3. Comprehensive hardware facilities in the park (including accessibility features, toilets, and clean nursing rooms)," and "7. Adequate and comfortable seating space, cleanliness of the Tourism Train compartments." Additionally, Assurance quality item is identified: "19. Polite and courteous attitude of railway service personnel." Lastly, Respon-siveness quality item is identified: "35. When visitors encounter problems, railway service personnel will make every effort to assist in resolving them." In total, these five items serve as a reference for resource allocation in managing the railway cultural park..
563 $a (平裝)
650 # 4 $a Railway Cultural Park. $3 1449666
650 # 4 $a Kano Two-dimensional quality model. $3 1338619
650 # 4 $a service quality. $3 995702
650 # 4 $a 鐵道文化園區. $3 1449665
650 # 4 $a Kano二維品質模式. $3 1003676
650 # 4 $a 服務品質. $3 995705
856 7 # $u https://handle.ncl.edu.tw/11296/4vpsee $z 電子資源 $2 http