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研究生:李昀真
研究生(外文):LEE, YUN-CHEN
論文名稱:一卡通服務品質與顧客滿意度之研究
論文名稱(外文):The Study of Service Quality and Customer Satisfaction of iPASS Card
指導教授:林顯毓博士
指導教授(外文):LIN, SHEAN-YUH, PH. D.
口試委員:陳明郁博士李素惠博士
口試委員(外文):CHEN, MING-YUH, PH. D.LI, SUH-HUEY, PH. D.
口試日期:2019-05-30
學位類別:碩士
校院名稱:崇右影藝科技大學
系所名稱:經營管理系
學門:商業及管理學門
學類:企業管理學類
論文種類:學術論文
論文出版年:2019
畢業學年度:107
語文別:中文
論文頁數:100
中文關鍵詞:智慧卡服務品質顧客滿意度
外文關鍵詞:smart cardservice qualitysatisfaction
相關次數:
  • 被引用被引用:0
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已經行之有年的智慧卡,被各大行業廣泛應用,作為提升消費、便利且安全性的主要媒介,如北部地區熟悉的悠遊卡、南部起家的一卡通、中央健康保險局的IC健保卡或內政部的自然人憑證等。

針對大多數消費者各方面需求而尋求改變進而發展行銷策略,提供客製化的服務是各個行業尋求發展的主要議題。本研究選擇以一卡通票證公司所推出的「一卡通」為主體,藉由蒐集的文獻資料及網路問卷調查,了解行銷「一卡通」之智慧卡的方式,是否有符合消費者需求及期待與滿意度的調查。

藉由研究一卡通的個案過程中得到下列各點發現:
一、一卡通票證公司與消費者之間的認知與供需效益上差距。
二、消費者們希望一卡通的功能能更多元化並持續推動各類行銷優惠活動。

此外,基於研究結果發現提出下列各項建議:
一、對於一卡通與大眾交通工具與各類消費結合應再增加佈點。
二、一卡通要多增加曝光以提升知名度以及安全性的把關。


The smart card that has been in use for many years, and has been widely used in various industries as the main medium for improving consumption, convenience and security, such as the familiar Easy Card in the northern of Taiwan, the iPASS Card from the south, the IC health insurance card of the Bureau of National Health Insurance or The Natural Person Certificate of the Ministry of the Interior.

Seeking changes in response to the needs of most consumers and developing marketing strategies, providing customized services is a major issue for all industries seeking development. The study selected the "I pass card" launched by the iPASS Corporation as the ontology. Through the collected literature and online questionnaires, we can understand whether the way to market the "iPASS" smart card is in line with consumer demand and expectations and satisfaction.

Through the study of the iPASS Card case, the following points were found:
First, the gap between the perception and supply and demand benefits between the iPASS Corporation and the consumer.
Second, consumers hope that the functions of the card will be more diversified and continue to promote various marketing incentives.
In addition, based on the findings of the study, the following recommendations were made:

First, the combination of iPASS card and domestic mass transit with various types of consumption should be increased.

Second, consumers hope that the functions of the card will be more diversified and continue to promote various marketing incentives.

In addition, based on the findings of the study, the following recommendations were made:

First, the combination of iPASS card and domestic mass transit with various types of consumption should be increased.

Second, the iPASS card should increase exposure to increase visibility.

中文摘要 V
ABSTRACT VI
誌謝 VIII
目錄 IX
表目錄 XI
圖目錄 XIII
第壹章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 3
第三節 研究範圍與對象 4
第四節 研究限制 4
第五節 研究流程 5
第貳章 文獻探討 7
第一節 智慧卡 7
第二節 一卡通的發展與應用歷程 14
第三節 一卡通之便利性 20
第四節 服務品質 23
第五節 顧客滿意度 27
第参章 研究方法 33
第一節 研究架構 33
第二節 研究各變數之操作定義與衡量 34
第三節 研究設計 36
第四節 資料分析方法 38
第肆章 一卡通服務品質與顧客滿意度 41
第一節 樣本結構分析 41
第二節 一卡通服務品質與顧客滿意度之信度分析 45
第三節 一卡通顧客消費特性分析 47
第四節 一卡通服務品質與顧客滿意度 59
第五節 一卡通服務品質之因素分析 65
第伍章 結論與建議 69
第一節 本研究結論 69
第二節 本研究建議 71
參考文獻 74
一、中文部分 74
二、英文部分 75
三、網路部分 82


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9.陳耀宗 (2016)。電子票證服務品質、顧客滿意度與忠誠關聯性之研究-以一卡通及悠遊為例。樹德科技大學碩士論文。
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三、網路部分
1.一卡通官網 https://www.i-pass.com.tw/
2.悠遊卡官網 https://www.easycard.com.tw/
3.香港八達通 https://www.octopus.com.hk/
4.愛金卡官網 https://www.icash.com.tw/
5.臺灣智慧卡官方網站http://www.twnsc.com.tw/news20140702.html
6.奇摩知識家 http://tw.knowledge.yahoo.com/question/?qid=1405122610458
7.華人百科https://www.itsfun.com.tw/%E6%9C%9F%E6%9C%9B%E5%A4%B1%E9%A9%97%E7%90%86%E8%AB%96/wiki-9910526-1917306
8.智庫百科https://wiki.mbalib.com/zh-tw/%E6%9C%8D%E5%8A%A1%E5%93%81%E8%B4%A8

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