跳到主要內容

臺灣博碩士論文加值系統

(100.28.0.143) 您好!臺灣時間:2024/07/18 08:19
字體大小: 字級放大   字級縮小   預設字形  
回查詢結果 :::

詳目顯示

: 
twitterline
研究生:徐中明
研究生(外文):HSU,CHUNG-MING
論文名稱:適地性服務品質與滿意度之關係—以Uber為例
論文名稱(外文):The Relationship Between Location-Based Service Quality and Satisfaction – Using Uber as an Example
指導教授:何煒華何煒華引用關係
指導教授(外文):HE,WEI-HUA
口試委員:羅乃維許建隆
口試委員(外文):LO,NAI-WEIHSU,CHIEN-LUNG
口試日期:2016-07-25
學位類別:碩士
校院名稱:東吳大學
系所名稱:資訊管理學系
學門:電算機學門
學類:電算機一般學類
論文種類:學術論文
論文出版年:2016
畢業學年度:104
語文別:中文
論文頁數:88
中文關鍵詞:適地性服務服務品質模型二維品質模型
外文關鍵詞:Location-Based ServicesSERVQUALKano Model
相關次數:
  • 被引用被引用:4
  • 點閱點閱:832
  • 評分評分:
  • 下載下載:14
  • 收藏至我的研究室書目清單書目收藏:0
通信科技技術不斷進步,行動設備不斷的改進,這兩大資訊科技已完全地融入我們的日常生活,改變了我們傳統的生活與習慣。創新的科技亦帶動全球經濟市場自由化的貿易模式。在臺灣4G建設覆蓋率已高達79%,再加上無線網路的普及,驅使網際網路與通訊技術的應用成熟穩定。手機及行動裝置推陳出新,擴大了適地性服務(Location-Based Service; LBS)的商機;共享經濟的崛起,成就Uber的發展。
本論文運用服務品質模型(SERVQUAL)分析Uber適地性服務品質與滿意度之關係,並以二維品質模型(Kano model)分析服務品質要素。分析結果為乘客最滿意的構面是「保證性」,最不滿意的構面是「可靠性」及「關懷性」。在品質分類結果,魅力要素2個,一維要素2個,當然要素5個,無差異要素13個,其中魅力要素可以增加乘客滿意度,關鍵品質要素為「Uber對司機品質考核及雙向評分制度,為您所信任」、「Uber若提供預約行程的服務,將會提升服務滿意度(預約車輛、時間、地點)」、「司機若有繞路,乘客可以直接客訴(App通知),Uber會儘快處理並且退費」及「Uber若在臺設置實體營業據點、客服電話,將會提升服務滿意」。
Technology advances in communication, mobile devices improve continuously. These information technologies are fully integrated into our everyday life, changing our traditional way of life and habits. Innovative technology also led to the global financial market liberalization trade patterns. In Taiwan. the construction of 4G coverage is up to 79%, coupled with the popularity of wireless networks. Driving the Internet and communication technology applications more mature and stable. The innovation of mobile phone and device expanded. The opportunities of Location-Based Service; shared economic rises and achieves Uber's development.
This thesis uses the service quality model (SERVQUAL) to analyze the study of Uber’s Location-Based Services quality and satisfaction, and the two-dimensional quality model (Kano Model) to analyze of service quality factor. The analysis shows that the most satisfactory facet of passengers is “Assurance”, the most dissatisfied facets are “Reliability” and “Empathy”. In quality classification results, there are two attractive qualities, two one-dimensional qualities , 5 must-be qualities, 13 indifferent qualities. The attractive qualities can increase passenger satisfaction. The key elements of quality are “Uber assesses driver quality and a two-way scoring system, for your trust”, “if Uber provides travel reservation services, service satisfaction will increase (vehicle reservation, time, place)”, “if the driver detour, passengers can direct customer complaints (App notification), Uber will be processed and refund as soon as possible“ and “if Uber sets business locations in Taiwan, as well as customer service calls, service satisfaction will increase”.
誌謝 iv
摘要 v
Abstract vi
表目錄 ix
圖目錄 x
1. 緒論 1
1.1 研究背景 1
1.2 研究動機 2
1.3 研究個案(Uber) 3
1.3.1 Uber發展 3
1.3.2 Uber營運 5
1.4 研究目的 10
1.5 研究流程 11
2. 文獻探討 12
2.1 適地性服務(Location-Based Service; LBS) 12
2.1.1 何謂適地性服務 12
2.1.2 適地性服務技術 13
2.1.3 適地性服務應用 14
2.2 服務品質(SERVQUAL) 16
2.2.1 服務品質衡量模型 17
2.2.2 適地性服務品質 20
2.3 二維品質模型(Kano Model) 20
2.3.1 雙因子理論 20
2.3.2 二維品質模型 21
2.3.3 二維品質模型之應用 23
2.3.4 二維品質模型之分類 24
3. 研究方法 26
3.1 研究架構 26
3.2 研究假說 27
3.3 問卷設計 28
3.3.1 適地性服務品質的屬性 28
3.3.2 問卷內容 30
3.4 分析方法 31
4. 資料分析 32
4.2 基本資料分析 34
4.3 信度與效度分析 35
4.4 適地性服務品質與滿意度分析 39
4.5 Kano模型二維品質屬性分類 42
4.6 品質改善指標 46
4.7 乘客特性與服務滿意度分析 56
4.8 SERVQUAL模型量表及Kano模型之分析 57
5. 結論與建議 59
5.1 研究結論 60
5.2 研究限制 62
5.3 後續研究之建議 62
6. 參考文獻 64
附錄 問卷 72

[1]行政院主計總處 (2016),中華民國105年5月編製國民所得統計摘要民國40年至104年,政院主計總處。
[2]李玫璟 (2010),科技準備性對科技基礎服務使用行為影響之研究–以智慧計程車多元化服務為例,國立台灣海洋大學航運管理學系碩士論文。
[3]汪仕晨 (2013),結合適地性服務及空中排班點技術之地理知悉計程車載客系統,逢甲大學資訊工程學系碩士論文。
[4]唐麗英、胡安華 (1996),滿意度模式建立與滿意構面確認之研究,交大管理學報,16(1),第55-74頁。
[5]陳哲銘、賴政國、賴建盛、黃俊閔 (2005),「無所不在」的資訊服務:LBS定位服務簡介。國土資訊系統通訊:GIS與e-Taiwan專刊,第55期,第14-26頁。
[6]賀士郡 (2009),計程車小額付費服務之可行性研究-以破壞性創新理論進行分析,國立台灣大學企業管理碩士專班碩士論文。
[7]楊世瑩 (2014),SPSS22統計分析嚴選教材,基峰資訊股份有限公司。
[8]劉宇凡 (2013),交通運輸資訊網站服務品質之研究-以「交通服務e網通」網站為例,交通大學運輸與物流管理學系碩士學位論文。
[9]蔡華展 (2006),「LBS應用發展與服務體系分析」,資策會。
[10]廖哲賢 (2011),智慧型衛星派遣計程車服務鏈缺口之研究,國立台灣大學土木工程學研究所碩士論文。
[11]羅孝賢 (2015),「Uber在臺營運及市場定位」,中華民國運輸學會。
[12]Allen, D. (2015). THE SHARING ECONOMY. Review - Institute of Public Affairs, 67(3), 24-27.
[13]Bandyopadhyay, N. (2015). Classification of service quality attributes using kanong-model. The International Journal of Bank Marketing, 33(4), 457-470.
[14]BRIMICOMBE, A. J., 2002. GIS - Where are the frontiers now?.GIS - Where are the frontiers now?Marketing
[15]Chen, P. T., and Hsin, H. H. (2010). How determinant attributes of service quality influence customer-perceived value. International Journal of Contemporary Hospitality Management, 22(4), 535-551.
[16]Cheng, H.-T., Hsu, C.-H., and Cheng, K.-M. (2013). An analysis of consumer demand for sports drinks: an application of the Kano model. International Journal of Management, 30(4), 262.
[17]Cronholm, S., and Salomonson, N. (2014). Measures that matters: Service quality in IT service management. International Journal of Quality and Service Sciences, 6(1), 60-76.
[18]Dao, D., Rizos, C., and Wang, J. (2002). Location-based services: technical and business issues. Gps Solutions, 6(3), 169-178.
[19]D'Roza, T., and Bilchev, G. (2003). An overview of location-based services. BT Technology Journal, 21(1), 20-27.
[20]Lovelock, C.H. (1991). Services marketing. UpperSaddie river, N.J.: Prentice Hall, Inc.
[21]Herzberg, F. M. (1959). B., and Snyderman, B. (1959). The motivation to work.
[22]Hsieh, P.-L., Yeh, T.-M., and Chen, J.-E. (2015). Integrating fuzzy SERVQUAL into refined Kano Model to Determine the Critical Service Quality Attributes of Chain Restaurants.
[23]Kane, Gerald C. (2016). MIT Sloan Management Review 57.3 : n/a.
[24]Kano, N., Seraku, N., Takahashi, F., and Tsuji, S. (1984). Attractive Quality and Must-be Quality.
[25]Khorshidi, H. A., Nikfalazar, S., and Gunawan, I. (2016). Statistical process control application on service quality using SERVQUAL and QFD with a case study in trains' services. TQM Journal, 28(2), 195-215.
[26]Kotler, P. (1996). Marketing Management-Analysis, Planning, Implementation and Control (9th ed.), New Jersey: Prentice-Hall.
[27]Kotler, P., and Keller, K. L. (2009). A framework for marketing management: New Jersey: Prentice Hall.
[28]Levijoki, S. (2001). Privacy vs location awareness. Unpublished manuscript, Helsinki University of Technology.
[29]Lin, H., Hsieh, L., and Huang, C. (2012). Applying kano's model to analyze the tourism region of the public transportation service quality-liujia railway station to neiwan scenic area case study. Advances in Information Sciences and Service Sciences, 4(19), 489-495.
[30]Luor, T., Lu, H.-P., Chien, K.-M., and Wu, T.-C. (2015). Contribution to quality research: A literature review of Kano's model from 1998 to 2012. Total Quality Management & Business Excellence, 26(3-4), 234-247.
[31]Määttänen, E., Jylhä, T., and Junnila, S. (2014). Applying the Kano model to analyse the value of green FM. Property Management, 32(4), 312-325.
[32]McDowall, M. P. (2016). Applying the kano model to higher education: Moving beyond measuring student satisfaction (10125537). Available from ProQuest Dissertations & Thess A&I.
[33]Millar, W. (2003). Location information from the cellular network—an overview. BT Technology Journal, 21(1), 98-104.
[34]Open Geospatial Consortium, (2005). Open Location Services 1.1.
[35]Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. the Journal of Marketing, 41-50.
[36]Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of retailing, 64(1), 12-40.
[37]Qin, H., and Prybutok, V. R. (2008). Determinants of customer-perceived service quality in fast-food restaurants and their relationship to customer satisfaction and behavioral intentions. The Quality Management Journal, 15(2), 35.
[38]Schvaneveldt, S. J., Enkawa, T., and Miyakawa, M. (1991). Consumer evaluation perspectives of service quality: evaluation factors and two-way model of quality. Total quality management, 2(2), 149-162.
[39]Shiode, N., Li, C., Batty, M., Longley, P., and Maguire, D. (2004). The impact and penetration of Location Based Services. In: KARIMI, H. A., HAMMAD, A., ed. Telegeoinformatics. CRC Press, 349-366.
[40]Tsoukalidis, I., Karasavvoglou, A., Mandilas, A., and Valsamidis, S. (2009). Application of quality function deployment on an alternative transportation system (paratransit system). European Research Studies, 12(2), 131-148.
[41]Van Riel, A. C., and Pura, M. (2005). Linking Perceived value and loyalty in location-based mobile services. Managing Service Quality: An International Journal, 15(6), 509-538.
[42]Virrantaus, K., Markkula, J., Garmash, A., and Terziyan, Y. V. (2001). Developing GIS-Supported Location-Based Services. In: Proc. of WGIS’2001 – First International Workshop on Web Geographical Information Systems., Kyoto, Japan. 423–432.
[43]Yeh, T. M., and Chen, S. H. (2014). Integrating refined Kano model, quality function deployment, and grey relational analysis to improve service quality of nursing homes. Human Factors and Ergonomics in Manufacturing & Service Industries, 24(2), 172-191.
[44]Uber網站 (2016),尋找方法為乘客、司機和城市尋找創造無限可能的方法,取自:https://www.uber.com/our-story/。
[45]友邁科技 (2013),LBS服務,取自:http://www.olemap.com/olemap_chinese/olemenu.htm。
[46]台灣大車隊 (2010),Booking a Taxi,取自:http://www.taiwantaxi.com.tw。
[47]狩野紀昭(2012),魅力品質理論與魅力品質創造,取自:http://gdc.tku.edu.tw/TodayNews/fcdtl.aspx?id=737。
[48]陳柔蓁(2016),沙烏地阿拉伯35億美元投資UBER,取自:http://news.ltn.com.tw/news/business/breakingnews/1718046。
[49]國家通訊傳播委員會 (2015),104年電信統計圖表,取自:http://www.ncc.gov.tw/chinese/files/16050/1994_35539_160518_1.pdf。
[50]張真瑜 (2011)台灣LBS服務發展分析,取自:http://mic.iii.org.tw/channelmic/channel_detail.asp?cno=144。
[51]黃佩君、蕭婷方、林嘉琪 (2015),撤銷Uber?經部、交部、北市踢皮球,取自:http://news.ltn.com.tw/news/life/paper/846835。
[52]黃韋銓 (2016),認同Uber共享經濟但不停止開罰,取自:http://newtalk.tw/news/view/2016-06-17/74271。
[53]楊晨欣 (2015),Uber計畫再次融資,可能破Facebook 500億美元記錄,成為最高市值新創,取自:http://www.bnext.com.tw/article/view/id/36221。
[54]經濟部技術處(2015),「我國服務業發展與新興服務科技應用趨勢」,取自:http://www2.itis.org.tw/NetReport/NetReport_Detail.aspx?rpno=114177135&industry=&ctgy=&free=。
[55]維基百科 (2016),優步,取自:https://zh.wikipedia.org/wiki/%E5%84%AA%E6%AD%A5。
[56]Bagga, Avani. (2014). “Uber launches cheaper cab booking service in India”. Retrieved June 4, 2016, from The Times of India: http://timesofindia.indiatimes.com/tech/tech-news/Uber-launches-cheaper-cab-booking-service-in-India/articleshow/37258270.cms
[57]Digi-Capital Blog. (2016). Retrieved June 4, 2016, from Digi-Capital: http://www.digi-capital.com/news/page/2/#.V3kdCLh97IV
[58]Djuknic G. and Richton R. (2002). Geolocation and Assisted-GPS. White Paper, Retrieved June 4, 2016, from Lucent Technologies: http://www.lucent.com/knowledge/documentdetail/0,1983,inContentId+090094038000e51finLocaleId+1,00.html
[59]Dredge, Stuart. (2012). Apps Rush: Uber, Google Analytics.... (London). 2012-07-02, Retrieved June 4, 2016, from The Guardian: https://www.theguardian.com/technology/appsblog/2012/jul/02/apps-rush-uber-google-analytics
[60]Dwight D. Eisenhower. (1957). presidency.ucsb.edu. Retrieved June 4, 2016, from presidency.ucsb.edu Web site: http://www.presidency.ucsb.edu/ws/?pid=10951
[61]Jim Bell. (2012). “Uber: A Lone Rogue in Toronto”. Retrieved June 4, 2016, form. Toronto Sun: http://www.torontosun.com/2012/10/18/uber-a-lone-rogue-in-toronto
[62]John Biggs. (2015). Uber Opening Robotics Research Facility In Pittsburgh To Build Self-Driving Cars. Retrieved June 4, 2016, form Techcrunch.com: https://techcrunch.com/2015/02/02/uber-opening-robotics-research-facility-in-pittsburgh-to-build-self-driving-cars/
[63]Jon Russell. (2013). Uber Comes to Africa with Johannesburg Launch. Retrieved June 4, 2016, form, TNW: http://thenextweb.com/africa/2013/08/08/uber-drives-into-africa-launching-its-private-car-service-in-johannesburg/
[64]Jon Russell. (2015). Uber Is Buying Map Tech Startup deCarta In An Undisclosed Deal. Retrieved June 4, 2016, form Techcrunch.com: https://techcrunch.com/2015/03/03/ubers-first-acquisition-will-be-mapping-tech-startup-decarta/
[65]Jordan Novet (2016). Toyota invests in Uber, announces ridesharing partnership. Retrieved June 4, 2016, from VB: http://venturebeat.com/2016/05/24/toyota-invests-in-uber-announces-ridesharing-partnership/
[66]Josh Lowensohn. (2015). Uber gutted Carnegie Mellon’s top robotics lab to build self-driving cars.. Retrieved June 4, 2016, form Theverge. com: http://www.theverg.com/transportation/2015/5/19/8622831/uber-self-driving-cars-carnegie-mellon-poached
[67]Julie Collazo. (2014). “Uber: The answer to Mexico Cityrtation/2015/5/19/problems?”. Retrieved June 4, 2016, form. The Latin Correspondent: http://latincorrespondent.com/2014/10/uber-solving-mexico-citys-biggest-transportation-problems/
[68]Krystal Peak. (2011). “Uber pulls in another $32M for App-based car service”. Retrieved June 4, 2016, form Vator News: http://vator.tv/news/2011-12-07-uber-pulls-in-another-32m-for-app-based-car-serviceh
[69]Michael Sinan. (2011). “On heels of new funding and global expansion, car service Uber launches in D.C. today”. Retrieved June 4, 2016, from Venture Beat: http://venturebeat.com/2011/12/15/uber/
[70]OpenSignal. (2016). The State of LTE. Retrieved June 4, 2016, from OpenSignal: http://opensignal.com/reports/2016/02/state-of-lte-q4-2015/
[71]Prithivi, Swsthy. (2013). Hello India! secret users have arrived in Bangalore. Uber Blog. Retrieved June 4, 2016, from Uber newsroom: https://newsroom.uber.com/india/hello-india-secret-ubers-have-arrived-in-bangalore/
[72]Ryan Lawler. (2012). With A San Francisco Launch Imminent, Lyft Is Doubling Its Fleet Of Drivers And Readying An Android App. Retrieved June 4, 2016, from Techcrunch.com https://techcrunch.com/2012/08/25/lyft-san-francisco-launch
[73]Sinan Lo, Candice. (2013). UBER正式進軍台北了!Uber Blog Taipei. Retrieved June 4, 2016, from Uber: https://newsroom.uber.com/taiwan/taipeilaunches/
[74]Stefan, S., Moritz, N., Alistair, E., Barbara, L. (2012). Retrieved June 4, 2016, from cartouche: http://www.e-cartouche.ch
[75]Tejada, Carlos. (2014). “Uber Launches in Beijing, Will Face Uber-Heavy Traffic Jams”. Retrieved June 4, 2016, from The Wall Street Journal-china: http://blogs.wsj.com/chinarealtime/2014/07/15/with-beijing-launch-uber-to-face-uber-heavy-traffic-jams/
[76]Uber in Crunchbase. (2016). Retrieved June 4, 2016, from Crunchbase.com: https://www.crunchbase.com/organization/uber#/entity


QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top