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Trans. Planning Journal
| Title | Service Quality Risk Evaluation Of Coach Services On National Freeways: A Taipei-Hsinchu Line Case Study |
|---|---|
| Author | Kai-Chieh Hu, Kai-Chieh Chia, Shin-Yi Liu |
| Summary | 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. |
| Vol. | 41 |
| No. | 1 |
| Page | 81 |
| Year | 2012 |
| Month | 3 |
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