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    Please use this identifier to cite or link to this item: http://chur.chu.edu.tw/handle/987654321/29110


    Title: 運用Refined Kano 與IPGA 提升eTag 服務品質
    Authors: 謝玲芬
    Hsieh, Ling-Feng
    Contributors: 運輸科技與物流管理學系
    Transportation Technology and Logistics Management
    Keywords: eTag;Kano 模式;Kano 改良模式
    Date: 2013
    Issue Date: 2014-06-27 00:18:53 (UTC+8)
    Abstract: eTag 為一種電子收費技術能有效的達到減少停車付費時間之效益。但由於台灣的高速公路收費系統還未達到全面電子化，以致於無法發揮其效益，為有效提升eTag 服務品質以增加民眾使用率。本研究應用Kano二維品質的改良模式(Refined Kano)，將各種顧客服務品質要素進行歸類，並找出顧客所需要之潛在的服務要素，提供業者更有效率的進行資源配置之參考。本文另應用重要性績效缺口分析(Importance-Performance and Gap Analysisas, IPGA)為eTag 業者提供了特殊的管理指
    Appears in Collections:[Department of Transportation Technology and Logistice Management] Seminar Papers

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