臺灣人文及社會科學引文索引資料庫系統

:::

詳目顯示

回上一頁
第 1 筆 / 總合 1 筆   第一頁 上一頁 下一頁 最後一頁
/1頁
題名：國道客運業服務品質風險評估之研究：以臺北新竹線為例
書刊名：運輸計劃
作者：胡凱傑 引用關係／賈凱傑 引用關係／劉欣怡
作者(外文)：Hu, Kai-chieh／Chia, Kai-chieh／Liu, Shin-yi
出版日期：2012
卷期：41:1
頁次：頁81-111
主題關鍵詞：國道客運業；服務品質；品質風險；Kano模式；失效模式與效應分析；Coach industry；Service quality；Quality risk；Kano model；Failure mode and effects analysis
原始連結：連回原系統網址new window
相關次數：
  • 被引用次數被引用次數:期刊(5) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:4
  • 共同引用共同引用:116
  • 點閱點閱:64
過去有關國道客運業服務品質的研究，多以提昇服務品質的觀點為 主，甚少有從品質不佳可能造成旅客不滿意而流失的風險觀點進行探討。 本研究係將服務品質的執行視為一種控制風險的管理作為，進而發展一整 合Kano 模式、改善效果指標、以及失效模式與效應分析之國道客運業品質 風險評估模式。本研究以臺北新竹線為例，針對乘車旅客進行問卷調查。 結果顯示，有3 項服務品質屬性為一維品質、7 項必須品質與7 項無差異 品質。而依據改善效果指標與失效模式與效應分析結果發現，駕駛員注意 乘客上下車時的安全、駕駛員態度、駕駛員駕駛技術、事故發生時客運公 司的處理、客運公司對抱怨或意見的處理與候車時間，是當前國道客運業 者最需要且值得改善的品質風險屬性。最後則依據研究結果，探討相關管理意涵，並提出後續研究建議。
In the past, studies of coach service quality on national freeways were focused on elevating the service quality. Few studies explored the quality risk management from the viewpoint of customer dissatisfaction caused by poor service quality. This research regards the implemention of a good service quality program as a means of risk management, and develops an integrated model consisting of Kano, IEI, and FMEA in order to manage the quality risk of coach services on national freeways. This research has utilized surveys conducted on passengers at Taipei bus station as data samples. The results indicate there are three one-dimensional qualities, seven absolutely required qualities, and seven indifferent qualities. The following were identified in results of IEI and FMEA as the most important quality risk attributes for improvement; bus drivers do consider the safety of passengers when they get on/off the vehicle, drivers attitudes, drivers’ skill, the coach company’s handling of accidents, the coach company’s handling of complaints or suggestions, and passenger waiting time. Finally, this research offers some discussion and suggestions for management implementation and future research in quality risk management.
期刊論文
1.楊志文、曾維琦、宋彥青(20070300)。應用成對比較與選擇圖像法探討國道客運服務品質之定位效果。運輸計劃，36(1)，83-114。new window  延伸查詢new window
2.張勝雄、薛富謚(20060300)。高速公路長途客運車輛最佳座位數之研究。運輸學刊，18(1)，53-74。new window  延伸查詢new window
3.Chen, T. L.、Lee, Y. H.(2006)。Kano Two-dimensional Quality Model and Important-performance Analysis in the Student's Dormitory Service Quality Evaluation in Taiwan。Journal of American Academy of Business，9(2)，324-330。  new window
4.李治綱、鍾志成、林杜寰、張仕龍、張恩輔、陳一昌、張開國、吳熙仁(20091200)。公共運輸之安全績效：臺灣鐵路管理局之個案分析。運輸計劃，38(4)，381-405。new window  延伸查詢new window
5.Greenall, J.、Walsh, D.、Wichman, K.(2007)。Failure mode and effects analysis: A tool for identifying risk in community pharmacies。Canadian Pharmacists Journal，140(3)，191-193。  new window
6.黃士滔、張瓈文、呂永吉、邱莉卉、高志昇(20091200)。以QFD探討高雄捷運系統之服務品質改善重點。工程科技與教育學刊，6(4)，469-486。  延伸查詢new window
7.吳永宏、林秋雯、楊素敏、陳意純(20080300)。探討臺北市Starbucks連鎖咖啡店顧客之需求--以Kono二維品質模式與體驗行銷為架構。顧客滿意學刊，4(1)，69-88。new window  延伸查詢new window
8.胡凱傑、任維廉、李欣宜(20100300)。延遲原因資訊與服務補救對歸因可控制性與顧客反應之影響：以臺鐵為例。運輸學刊，22(1)，21-49。new window  延伸查詢new window
9.任維廉、呂堂榮(20040600)。國道客運乘客知覺之服務品質，滿意度與移轉障礙對其行為意向之影響。運輸計劃，33(2)，421-447。new window  延伸查詢new window
10.黃勇富、李蕙君(20071000)。以Kano模式探討臺灣高鐵等待服務品質。品質月刊，43(10)，59-64。  延伸查詢new window
11.Emery, C. R.(2006)。An Examination of Professor Expectations Based on the Kano Model of Customer。Academy of Educational Leadership Journal，10(1)，11-25。  new window
12.Pezeshki, V.、Mousavi, A.、Grant, S.(2009)。Importance-performance analysis of service attributes and its impact on decision making in the mobile telecommunication industry。Measuring Business Excellence，13(1)，82-92。  new window
13.Matzler, K.、Hinterhuber, H. H.、Bailom, F.、Sauerwein, E.(1996)。How to Delight Your Customers。Journal of Product and Brand Management，5(2)，6-18。  new window
14.Lee, Y.、Sheu, L.、Tsou, Y.(2008)。Quality function deployment implementation based on fuzzy kano model: An application in PLM system。Computers and Industrial Engineering，55(1)，48-63。  new window
15.Shen, X. X.、Tan, K. C.、Xie, M.(2000)。An integrated approach to innovative product development using Kano's model and QFD。European Journal of Innovation Management，3(2)，91-99。  new window
16.Tate, M.、Evermann, J.(2010)。The end of ServQual in Online services research: where to from here?。e-Service Journal，7(1)，60-85。  new window
17.Löfgren, Martin、Witell, Lars(2008)。Two decades of using Kano's theory of attractive quality: A literature review。The Quality Management Journal，15(1)，59-75。  new window
18.Shahin, A.(2004)。Integration of FMEA and the Kano model: An exploratory examination。International Journal of Quality & Reliability Management，21(7)，731-746。  new window
19.Tan, K. C.、Shen, X. X.(2000)。Integrating Kano's model in the planning matrix of quality function deployment。Total Quality Management，11(8)，1141-1151。  new window
20.蔡明志(20000300)。風險管理在大眾運輸安全管理管制課題之發展應用。運輸計劃，29(1)，181-211。new window  延伸查詢new window
21.Wasserman, G. S.(1993)。On How to Prioritize Design Requirements During The QFD Planning Process。IIE Transactions，25(3)，59-65。  new window
22.Garvin, D. A.(1984)。What Does 'Product Quality' Really Mean?。Sloan Management Review，26(1)，25-43。  new window
23.Chuang, P. T.(2007)。Combining Service Blueprint and FMEA for Service Design。Service Industries Journal，27(2)，91-104。  new window
24.張旭華、呂鑌洧(20071200)。整合二維品質模式與品質機能展開應用於高等技職教育服務之實證研究。品質學報，14(4)，405-421。new window  延伸查詢new window
25.Nilsson-Witell, L.、Fundin, A.(2005)。Dynamics of service attributes: A test of kano's theory of attractive quality。International Journal of Service Industry Management，16(2)，152-168。  new window
26.Juran, J. M.(1986)。Universal approach to managing for quality。Quality Progress，19，10-24。  new window
27.陳俊智、李依潔(20081200)。應用Kano品質模式探討文化產品設計之魅力因子。設計學報，13(4)，25-41。new window  延伸查詢new window
28.Seyed-Hosseini, S. M.、Safaei, N.、Asgharpour, M. J.(2006)。Reprioritization of failures in a system failure mode and effects analysis by decision making trial and evaluation laboratory technique。Reliability Engineering & System Safety，91(8)，872-881。  new window
29.Berger, C.、Blauth, R.、Boger, D.、Bolster, C.、Burchill, G.、DuMouchel, W.、Pouliot, F.、Richter, R.、Rubinoff, A.、Shen, D.、Timko, M.、Walden, D.(1993)。Kano's Methods for Understanding Customer-defined Quality。The Center for Quality Management Journal，2(4)，3-36。  new window
30.Matzler, Kurt、Hinterhuber, Hans H.(1998)。How to make product development projects more successful by integrating Kano's model of customer satisfaction into quality function deployment。Technovation，18(1)，25-38。  new window
31.胡凱傑、李太雨、丘志文(20110300)。以Kano模式與重要度績效分析探討亞洲主要貨櫃港口之服務品質。運輸學刊，23(1)，129-164。new window  延伸查詢new window
32.張旭華、呂鑌洧(20100100)。以整合性模式探討保險業服務設計與服務品質之提升。管理與系統，17(1)，131-157。new window  延伸查詢new window
33.盧右梅、吳信宏(20100200)。應用IPA模式檢視臺灣高鐵乘客之服務品質需求。品質學報，17(1)，21-43。new window  延伸查詢new window
34.胡凱傑、任維廉、陳建元(20091200)。服務保證與知覺等候經驗對旅客滿意度與再購意願之影響：以臺鐵為例。運輸學刊，21(4)，355-383。new window  延伸查詢new window
35.任維廉、胡凱傑(20010600)。大眾運輸服務品質量表之發展與評估--以臺北市公車系統為例。運輸計劃，30(2)，371-407。new window  延伸查詢new window
36.林淑萍、李暐珣、詹雅慧(20070900)。人力銀行服務品質之研究--Kano二維品質及IPA整合模式之應用。績效與策略研究，4(2)，1-17。new window  延伸查詢new window
37.Schvaneveldt, Shane J.、Enkawa, Takao、Miyakawa, Masami(1991)。Consumer evaluation perspectives of service quality: evaluation factors and two-way model of quality。Total Quality Management，2(2)，149-161。  new window
38.Levitt, Theodore(1972)。Production-Line Approach to Service。Harvard Business Review，50(5)，41-52。  new window
39.Dabholkar, Pratibha A.、Thorpe, Dayle I.、Rentz, Joseph O.(1996)。A measure of service quality for retail stores: scale development and validation。Journal of the Academy of Marketing Science，24(1)，3-16。  new window
40.Parasuraman, A. P.、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implication for Future Research。Journal of Marketing，49(4)，41-50。  new window
41.Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service quality。Journal of Retailing，64(1)，12-40。  new window
42.狩野紀昭、瀬楽信彦、高橋文夫、辻新一(1984)。魅力的品質と当り前品質。品質，14(2)，147-156。  延伸查詢new window
43.Jen, W.、Hu, K. C.(2003)。Application of Perceived Value Model to Identify Factors Affecting Passengers' Repurchase Intentions on City Bus: A Case Study of the Taipei Metropolitan Area。Transportation，30(3)，307-327。  new window
44.Zakaria, Z.、Hussin, Z. H.、Batau, M. F. A.、Zakaria(2010)。Service Quality of Malaysian Public Transports: A Case Study in Malaysia。Cross-Cultural Communication，6(2)，84-92。  new window
45.Eboli, L.、Mazzulla, G.(2009)。A New Customer Satisfaction Index for Evaluating Transit Service Quality。Journal of Public Transportation，12(3)，21-37。  new window
46.Hu, K. C.(2010)。Evaluating City Bus Service Based on Zone of Tolerance of Expectation and Normalized Importance。Transport Reviews，30(2)，195-217。  new window
47.Too, L.、Earl, G.(2010)。Public Transport Service Quality and Sustainable Development: A Community Stakeholder Perspective。Sustainable Development，18(1)，51-61。  new window
48.Pérez, M. S.、Abad, J. C. G.、Carrillo, G. M. M.、Fernandez, R. S.(2007)。Effects of Service Quality Dimensions on Behavioural Purchase Intentions: A Study In Public-Sector Transport。Managing Service Quality，17(2)，134-151。  new window
49.Johnson, L. A.(2010)。Switching Options and the Impact on Business Strategy and Risk Management。Academy of Accounting and Financial Studies Journal，14(3)，75-83。  new window
50.Schmidt, J. A.(2008)。New Ratings for Building Security Risks。Risk Management，55(3)，44。  new window
51.Westerby, R.(2010)。Cardiovascular Risk Assessment and Risk Management。Practice Nurse，40(6)，43-49。  new window
52.黃榮華、楊長林、高仲思(2008)。石化業設備風險管理評估模式建構之研究。工業安全衛生，233，39-55。  延伸查詢new window
53.吳有微(2010)。工程專案時程風險管理蒙地卡羅模擬之應用。中興工程，108，55-65。  延伸查詢new window
54.Chang, D. S.、Sun, K. L. P.(2009)。Applying DEA to Enhance Assessment Capability of FMEA。International Journal of Quality & Reliability Management，26(6)，629-643。  new window
55.郭義隆、郝宗瑜(2010)。應用FMEA 機制探討降低印前製程不良率之可行性研究。中華印刷科技年報，190-201。  延伸查詢new window
56.Ookalkar, A. D.、Joshi, A. G.、Ookalkar, D. S.(2009)。Quality Improvement in Haemodialysis Process Using FMEA。International Journal of Quality & Reliability Management，26(8)，817-830。  new window
57.Liu, M. S.(2010)。A Refined and Integrated Kano Model and the Implementation of Quality Function Deployment-Research on the Library of a Vocational and Technical School in Southern Taiwan。The International Journal of Organizational Innovation，2(3)，305-335。  new window
58.Snipes, R. L.、Loughman, T.、Fleck, R. A.(2010)。The Effects of Physicians’ Feelings of Empowerment and Service Quality Perceptions on Hospital Recommendations。The Quality Management Journal，17(4)，51-60。  new window
59.Wu, W. C.、Yang, C. Y.(2010)。An Empirical Study on the Impact of Differences in Bed and Breakfast Service Quality Attributes on Customers' Revisiting Desires。The International Journal of Organizational Innovation，2(2)，223-240。  new window
60.Landrum, H.、Prybutok, V. R.、Kappelman, L. A.、Zhang, X.(2008)。Servcess: A Parsimonious Instrument to Measure Service Quality and Information System Success。The Quality Management Journal，15(3)，17-26。  new window
61.Quader, M. S.(2009)。Manager and Patient Perceptions of a Quality Outpatient Service: Measuring the Gap。Journal of Services Research，9(9)，109-138。  new window
62.Turner, K. F.、Bienstock, C. C.、Reed, R. O.(2010)。An Application of the Conceptual Model of Service Quality to Independent Auditing Services。Journal of Applied Business Research，26(4)，1-7。  new window
63.Zaim, H.、Bayyurt, N.、Zaim, S.(2010)。Service Quality and Determinants of Customer Satisfaction in Hospitals:Turkish Experience。The International Business & Economics Research Journal，9(5)，51-58。  new window
64.鄭永祥、楊仕欣、余宗軒(2008)。鐵路超額訂位收益模式之構建--以臺灣高鐵為例。運輸計劃季刊，37(4)，431-464。new window  延伸查詢new window
65.黃聖茹、唐培瑄(2009)。蘇澳冷泉公園服務品質屬性之研究--Kano 二維品質模式之應用。休閒事業研究，7(3)，37-62。new window  延伸查詢new window
66.鄧肖琳、張明穎(2009)。服務品質屬性、績效、重要性與顧客滿意度--以臺灣地區銀行為例。中華管理學報，10(4)，91-112。new window  延伸查詢new window
67.Baki, B.、Basfirinci, C. S.、Cilingir, Z.、Murat, AR. I.(2009)。An Application of Integrating SERVQUAL and Kano’s Model into QFD For Logistics Services: A Case Study from Turkey。Journal of Marketing and Logistics，21(1)，106-126。  new window
68.Chen, L. H.、Ko, W. C.(2008)。A Fuzzy Nonlinear Model for Quality Function Deployment Considering Kano's Concept。Mathematical and Computer Modeling，48(3/4)，581-593。  new window
69.Claycamp, H. G.(2007)。Perspective on Quality Risk Management of Pharmaceutical Quality。Drug Information Journal，41，353-367。  new window
70.Jeroncic, B.(2010)。Improved Utilization of Self-Inspection Programs within the GMP Environment - A Quality Risk Management Approach。Journal of GXP Compliance，14(3)，84-96。  new window
71.Mire-Sluis, A.、Ramnarine, E.、Siemiatkoski, J.、Weese, D.、Swann, P.、O'Keeffe, R.、Kutza, J.、Edwards, J.、McLeod, L. D.(2010)。Practical Applications of Quality Risk Management。BioProcess International，8(3)，20-32。  new window
72.Lepore, J.、Spavins, J.(2008)。PQLI Design Space。Journal of Pharmaceutical Innovation，3(2)，79-87。  new window
73.Rong, L.(2011)。The Study on Large-Scale Construction Engineering Quality Risk Management。Energy Procedia，13，2578-2584。  new window
74.Martin, K. C.、Perez, A.(2008)。GAMP 5 Quality Risk Management Approach。Pharmaceutical Engineering，28(3)，1-7。  new window
75.O'Donnell, M. J.、Xavier, D.、Liu, L.、Zhang, H.、Chin, S. L.、Rao-Melacini, P.、Rangarajan, S.、Islam, S.、Pais, P.、McQueen, M. J.、Mondo, C.、Damasceno, A.、Lopez-Jaramillo, P.、Hankey, G. J.、Dans, A. L.、Yusoff, K.、Truelsen, T.、Die(2010)。Risk Factors for Ischaemic and Intracerebral Haemorrhagic Stroke in 22 Countries (the INTERSTROKE Study): A Case-Control Study。The Lancet，376(9735)，112-123。  new window
76.Noordhuizen, J. P. T. M.、Da Silva, C. J.(2009)。HACCP Based Quality Risk Management Approach to Under Health Problem to Dairy Farms。Irish Veterinary Journal，62(4)，21-25。  new window
77.陳啟政、鄭文英、梁書銘(2009)。結合FMEA 技術與壽期成本分析於最佳化設備採購策略之研究。資訊與管理科學，2(2)，4-21。  延伸查詢new window
78.Cassanelli, G.、Mura, G.、Fantini, F.、Vanzi, M.、Plano, B.(2006)。Failure Analysis-Assisted FMEA。Microelectronics Reliability，46(9/11)，1795-1799。  new window
79.Kim, G. R.、Chen, A. R.、Arceci, R. J.、Mitchell, S. H.、Kokoszka, K. M.、Daniel, D.、Lehmann, C. U.(2006)。Error Reduction in Pediatric Chemotherapy: Computerized Order Entry and Failure Modes and Effects Analysis。Archives of Pediatrics and Adolescent Medicine，160(5)，495-498。  new window
80.邱創鈞、方勇盛、蔡禎騰(2009)。以失效模式與效應分析為基的製程問題分析模式--以奈米碳管背光模組為例。科學與工程技術期刊，5(4)，1-19。  延伸查詢new window
81.Lin, J. H.、Lee, T. R.、Jen, W.(2008)。Assessing Asymmetric Response Effect of Behavioral Intention to Service Quality in an Integrated Psychological Decision Making Process Model of Intercity Bus Passengers: A Case of Taiwan。Transportation，35(1)，129-144。  new window
會議論文
1.胡凱傑、任維廉(2003)。線性結構關係與類神經網路在旅客行為意向之應用與比較：以國道客運業為例256-265。  延伸查詢new window
2.翁美玲、林文燦、廖春枝(2009)。運用Kano二維品質模式與整合品質機能展開探討網路購物的服務品質344-356。  延伸查詢new window
3.Wen, C. H.、Lan, L. W.、Chen, C. H.(2005)。Passengers Perception on Service Quality and Their Choice for Intercity Bus Services。Washington, DC。  new window
研究報告
1.Lehtinen, Uolevi、Lehtinen, Jarmo R.(1982)。Service quality: A study of quality dimensions。Helsinki：Service Management Institute。  new window
2.王清湑(2007)。鐵路安全監理制度之回顧。  延伸查詢new window
圖書
1.Sasser, W. E.、Wyckoff, D. D.、Olsen, R. P.(1987)。Management of service operation: Text and cases。New York, NY：Allyn and Bacon。  new window
2.Kotler, Philip J.(1991)。Marketing Management: analysis, Planning, Implementation and Control。Prentice-Hall。  new window
3.McDermott, R. E.、Mikulak, R. J.、Beauregard, M. R.(2008)。The Basics of FMEA。Portland, OR。  new window
4.International Conference on Harmonisation(2005)。Q9 Quality Risk Management。Geneva。  new window
5.Hogeveen, H.、Osteras, O.(2005)。Mastitis in Dairy Production: Current Knowledge and Future Solutions。Netherlands。  new window
其他
1.Noordhuizen, J. P. T. M.，Lievaart, J. J.(2005)。Cow Comfort and Cattle Welfare，Bern。  new window
 
 
 
 
第一頁 上一頁 下一頁 最後一頁 top
:::
無相關書籍
 
無相關著作
 
QR Code
QRCODE

臺灣人文及社會科學引文索引資料庫

目前上線人數：1217（臺灣：1214，外國：3） ／ 本年度總使用人次：1614293 ／ 訪客人次（自102年09月）：67412875
國家圖書館著作權聲明 Copyright © 2013 All rights reserved.
本館地址: 100201臺北市中山南路20號． 本館地圖及交通資訊．
總機：(02)23619132．最佳瀏覽解析度為1024x768以上