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以產品服務化的觀點探討自行車租賃系統 ----以高雄市C-bike 為例...

周宜欣

以產品服務化的觀點探討自行車租賃系統 ----以高雄市C-bike 為例 = Using Product Service System in the Study of Bike Sharing System ---- A Case of Kaohsiung City Public Bike (C-bike)

紀錄類型:	書目-語言資料,印刷品 : 單行本
並列題名:	Using Product Service System in the Study of Bike Sharing System ---- A Case of Kaohsiung City Public Bike (C-bike)
作者:	周宜欣,
其他團體作者:	國立高雄大學
出版地:	[高雄市]
出版者:	撰者;
出版年:	民99[2010]
面頁冊數:	128面圖，表 : 30公分;
標題:	產品服務化
標題:	Product Service System
電子資源:	http://handle.ncl.edu.tw/11296/ndltd/58139152260188077785
摘要註:	在全球暖化與油價高漲的議題下，世界各大城市逐步發展環保、節能減碳的綠色交通，以達到永續發展與降低汙染。高雄市為了順應快速的城市化，完成了一個完整的高雄市自行車共享系統的交通網絡。因此，本文的目的旨在探討高雄市公共自行車(C-bike)如何提供了一個高品質且便利的服務給消費者。本研究的個案為高雄市公共自行車(C-bike)。研究方法為調查法，本研究將首先進行建構公共自行車(C-bike)的服務品質量表，以產品服務化的三個服務構面:產品導向、使用導向和結果導向來衡量。研究對象為297位有使用高雄市公共自行車(C-bike)經驗的消費者。問卷的量性分析方法包括重要-績效矩陣分析和品質屋，以指出顧客認知重要性和實質滿意度的落差。研究結果顯示，在認知重要度與實質滿意度中，仍有很大的差距。前三項顧客最關心也最重視的項目為(1) 公共自行車操作系統的故障率 (2) 公共自行車的收費標準 (3)自行車騎乘的舒適度。總結而言，此研究希望能了解顧客真正的需求與心聲，並找出前10個消費者最關心於問題中心，其相關的服務解決方法包括客服人員教育訓練（SOP）、行銷與推廣和投訴管道多元化，同時也可藉此進一步了解消費者對公共自行車的服務品質看法，並可以幫助高雄市公共自行車(C-bike)做出有用的策略定位。 On the subject of global warming, each city of the world develops environmental protection which is the energy conservation to reduce the carbon to march towards the long-term objective of sustainable development. Complying with the fast urbanization of Kaohsiung City, the whole network of the Kaohsiung Bike Sharing System is about to be finished. Therefore, the aim of this article attempts to explore how and what extent the Kaohsiung Public Bike provides a quality and effective service to the passengers. Kaohsiung public Bike was chosen as the case study. This research involved a survey, firstly this study will be conducted to measure the public bike service quality from product orientated, use orientate and result orientated by using product service system. 297 users who has experienced in C-bike participated in the study. They quantitative analysis of the questionnaires was conducted through IPA and QFD in order to indicate the difference between importance and satisfaction of customers. Result of this study showed there are still has a big gap between the cognitive importance and real satisfaction of customers. The top three real voices/needs of customers are more centered on the issues is (1) the public bike operating system failure rate (2) The rental price of public bikes. (3) People feel uncomfortable when riding the bikes. To conclude, this study may be of importance in explaining top ten real voices/needs of customers are more centered on the issues of services which include Service Staff Education and Training (SOP), Marketing and Promotion, and A Diverse Pipeline for of Complaints, as well as in providing C-bike with a better understanding of how public bike's service quality about C-bike relate to their strategy use.

以產品服務化的觀點探討自行車租賃系統 ----以高雄市C-bike 為例 = Using Product Service System in the Study of Bike Sharing System ---- A Case of Kaohsiung City Public Bike (C-bike)
周, 宜欣

以產品服務化的觀點探討自行車租賃系統 ----以高雄市C-bike 為例 = Using Product Service System in the Study of Bike Sharing System ---- A Case of Kaohsiung City Public Bike (C-bike) / 周宜欣撰 - [高雄市] : 撰者, 民99[2010]. - 128面 ; 圖，表 ; 30公分.
參考書目：面.
產品服務化Product Service System

以產品服務化的觀點探討自行車租賃系統 ----以高雄市C-bike 為例 = Using Product Service System in the Study of Bike Sharing System ---- A Case of Kaohsiung City Public Bike (C-bike)
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