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URN etd-0914115-111007 Statistics This thesis had been viewed 1800 times. Download 23 times. Author Ren-hao Pan Author's Email Address No Public. Department Industrial Design Year 2014 Semester 2 Degree Master Type of Document Master's Thesis Language zh-TW.Big5 Chinese Page Count 88 Title Use Service Experience Quality and Customer Satisfaction in Service Design Plan – A study of Motorcycles Shop Keyword service design Large heavy-duty motorcycle experience quality of service customer satisfaction customer satisfaction experience quality of service Large heavy-duty motorcycle service design Abstract After the reopen of large heavy-duty motorcycle plate application, the services for heavy-duty motorcycle users are gradually valued in market, and the requirement of the shop providing motorcycle services increases by years. Therefore, the methods of distinguishing the services of motorcycle store from competitions become important. The excellent service enhances the feelings of pleasure. The literatures indicated that the quality of service is a key factor influencing customer satisfaction. The study aimed to discuss the experience quality of motorcycle store services the influence on customer satisfaction.
The study adopted observation method in first stage to investigate 2 motorcycle stores in north area: (1) store A (original heavy-duty motorcycle) is a distributor of original heavy-duty motorcycle brand; (2) store B (large heavy-duty motorcycle) is an old store offering large heavy-duty motorcycle products. The 2 stores were observed on the current service condition to comprehend the service procedures in details and create the service plans. The study then issued service experience quality scale to 42 subjects to estimate the service experience quality and customer satisfaction. The study developed 14 items of service quality to improve first and categorized the items to defects of service quality 1 to 4. The study also discovered that the experience quality of customer services affects customer satisfaction, and therefore the defects of service quality are needed to be covered and reduced. Based on the results, the study proposed a new service design intending to produce good experience quality and satisfaction performance. Finally, the study is offered as a reference for developing the service of large heavy-duty motorcycle store in the future.
Advisor Committee Po-ying Chu - advisor
Files Date of Defense 2015-07-23 Date of Submission 2015-09-14