臺灣博碩士論文加值系統

本研究旨在改進MIAT航空公司的服務品質如何對MIAT服務品質公司的每一個細節進行分析,並構建了20個服務品質專案,涵蓋5個服務品質維度。SERVQUAL 模型。資料來自蒙古MIAT航空公司250名經驗豐富的顧客。分析結果中哪些維度(可靠性、回應性、保證和同情)對服務品質表示最多和較少。猜猜如何改進,少建議服務品質的維度。

The purpose of this study is to improve about MIAT airline's service quality how to analysis by each detail for MIAT service quality company, and a survey questionnaire was constructed with 20 service quality items covering five service quality dimensions based on SERVQUAL model. Data were collected from 250 experienced costumer of MIAT Airline Company in Mongolia. Analysis results which dimensions (Reliability, Responsiveness, Assurance, and Empathy) is most and less indicate to service quality. And guess how to improve less suggest the dimension of service quality.

中文摘要 iii
Abstract iv
Acknowledgements v
Table of the Contents vi
List of figures viii
List of tables ix
Chapter I. Introduction 1
1.1 Research Background and Motivation 1
1.2 Research Problems and Objectives 3
1.3 Research Process 4
Chapter II. Literature Review 5
2.1 Characteristics of service 5
2.1.1 Intangibility 5
2.1.2 Heterogeneity 6
2.1.3 Inseparability 6
2.1.4 Perishability 7
2.2 Service Quality 7
2.3 SERVQUAL model 8
Chapter III. Methodology 10
3.1 Participant and Procedure 10
3.1.1 Participant 10
3.1.2 Procedure 10
3.2 Variable measurement 11
3.3 Data analysis 12
3.3.1 Descriptive Analysis 12
3.3.2 Reliability Analysis 13
3.3.3 Validity Analysis 13
Chapter IV. Data Analysis and Results 14
4.1 Descriptive Analysis 14
4.1.1 Data collection 14
4.1.2 Characteristics of Respondents 14
4.2 Measurement results for relevant research variables 16
4.3 Reliability and Validity Analysis 18
Chapter V. Conclusion and Discussion 20
5.1 Conclusion and discussion 20
5.2 Suggestion 20
References 21
Appendix A: English version of the questionnaire 23
Appendix B: Mongolian version of questionnaire 25

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