應用Kano二維品質模式與品質機能展開於客船服務品質之研究──以東琉線交通客船為例

本研究探討乘客搭乘東琉線客船流程及乘船體驗之服務品質，並採用PZB衡量五大構面設計服務品質問卷。以Kano二維品質模式進行分析，並整合品質機能展開得出改善服務品質優先順序。結果顯示東琉線22項服務品質中，七項為一維品質、三項當然品質及一項魅力品質。滿意係數分析顯示「服務人員態度及提供正確資訊的能力」、「停車場的設置」、「客船內環境的整潔」及「客船行駛的安全」可作為提升服務品質之項目。技術項目方面，最優先改善前五項為「設施整潔便利」、「強化人員專業素質及鼓勵培訓」、「具有營運相關品質證書之認證」、「確保上下船舶之安全性及便利性」、「定期進行緊急應變、緊急逃生演習」。本研究建議業者可將上述項目列為優先執行改善重點。

This study mainly explores the service quality of passengers’journey and boat experience on the Dongliu Line, and uses PZB model to design a service quality questionnaire for measuring the five major service quality dimensions. The analysis is based on the Kano model and the integration of Quality Function Deployment (QFD) is developed to determine the improvement of service quality priorities. The results show that seven of the 22 service quality attributes of the Dongliu Line are one-dimensional quality, three must-be quality element, and one attractive quality element. The satisfaction coefficient analysis shows the attitude of the service personnel and the ability to provide correct information, the setting of the parking lot, the cleanliness of the environment inside the passenger ship and the safety of the passenger ship can be used as items to improve the quality of service. In terms of technical projects, the top five improvement attributes were "facilities are clean and convenient", "enhanced professional quality and encouraged the training of personnel", "certification of quality certificates related to operations", "ensuring safety and convenience of boarding and disembarking ships", "regular emergency response and emergency escape drills". This study suggests that operators can prioritize the above projects as improvement priorities.