The study of Taipei MRT service quality

摘要

This paper studied the service quality of Taipei Metropolitan Rapid Transit (MRT) System using a SERVQUAL questionnaire and Importance-Performance analysis. The original SERVQUAL question items were modified to fit the context of Taipei Metropolitan Rapid Transit characteristics. After the conduction of the survey, statistics analyses such as factor analysis and ANOVA analysis were applied to understand the expectation and experience of the customers. The results showed that the expectation of the customers were still growing and there were service areas needed to be improved. The Importance-Performance analysis was then applied to identify the areas of services to be improved.