資源描述：
《亞太交通營運(yùn)中心發(fā)展計(jì)畫海運(yùn)空運(yùn)及電信中心》由會員上傳分享，免費(fèi)在線閱讀，更多相關(guān)內(nèi)容在教育資源-天天文庫。
1、EvaluatingthePerceivedValueofServiceDeliveredbyTaiwaneseAirlinesintheDomesticMarketJin-RuYenDawnaL.RhoadesGer-YuanHsuThe12thInternationalConferenceonISO9000&TQMApril9-11,200712-ICIT:06-041contentsMotivation,researchscope,andobjectivesMethodologyEmpiricalstudyConclusion2EvolutioninMar
2、ketingConceptsPhasesFocusProductqualityProvideproductswithpredefinedqualities(definedbymanufactures)SalestechniqueApplysalespromotiontoincreaserevenuesinshortrunCustomersatisfactionProvideproductsandserviceswithhighcustomersatisfactionPerceivedqualityandcustomervalueProvideproductswi
3、thhighercustomervaluesthancompetitorsCustomervaluemanagementRelateCVMtoprofitsMotivation3PZB(Parasuramsan,Zeithaml,Beery)modelhasbeenappliedinalotofresearchrelatingtoservicequality.Littleresearchincludestheconceptof‘value.’Littleresearchmeasurescustomers’perceptionstowardboththeorgan
4、izationofinterestanditscompetitors.WorksintheLiteratureMotivation4TaiwanDomesticAirMarket&ResearchScopeRouteswithinthemainisland(businesstraveler)Taipei-KaohsiungRoutesbetweenthemainislandsandoffshoreislands(touristandlocalresident)Taipei-KinmenTaipei-Makung5Toapplytheconceptofvaluea
5、ndmeasurecustomers’perceptionsofvaluesdeliveredbydifferentairlinesthatcompeteeachotherToapplythestructuralequationmodeltoinvestigatefactorsthataffectcustomervaluesTodevelopcustomervaluemapfromthepointofeachairlineResearchObjectives6ConceptualFrameworkMethodologyServicequalityBrandima
6、gePerceivedcostCustomervalueWillingnesstobuy7StructuralEquationModelMethodology8QuestionnaireDesignMethodologyCharacteristicsofpassengersCharacteristicsoftripsPerceptionalquestions9Perceptional Questionsnumbercategorycontents1ServicequalitySeatsarecomfortable.2Foodisdelicious.3Aircr
7、aftarenew.4Scheduleisontime.5Flightattendantsprovideneededservices.6Groundstaffsprovideneededservices.7Theairlinehasagoodrecordofflightsafety.8Thecheck-inserviceisefficient.9Flightattendantsquicklyrespondtorequestedservices.10Groundstaffsquicklyrespondtorequestedservices.11Flightatte
8、ndantsarecou
