| URN | etd-0625124-110607 | Statistics | This thesis had been viewed 65 times. Download 4 times. |
| Author | Ho-Yen Su | ||
| Author's Email Address | N51102010@mail4u.tnu.edu.tw | ||
| Department | Institute Of Mechanical Engineering | ||
| Year | 2023 | Semester | 2 |
| Degree | Master | Type of Document | Master's Thesis |
| Language | zh-TW.Big5 Chinese | Page Count | 66 |
| Title | A Study on the Subjective Satisfaction of Customers Towards the Service Process of Passenger Cars and Commercial Vehicles - Taking F Automobile Company as an Example | ||
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| Abstract | In recent years, the design and equipment needs of commercial vehicles have gradually tended towards passenger cars. In addition to safety equipment and fuel efficiency, technology has also begun to appear in commercial vehicles. As commercial vehicle customers attach more importance to the service experience, the customer group has new demands for the service experience. For customers with different types of vehicles, such as passenger cars, commercial vehicles or business travel vehicles, it is an important issue whether the dealers of F Automobile Company can provide the same service process to meet the needs of various types of customers. When facing different customer groups, whether the needs and interests of customers are consistent or different. Through a detailed study of this issue, more valuable suggestions can be provided for the service process design of the automobile company. The purpose of this study is to explore the differences in customer subjective satisfaction towards the service process between passenger cars and commercial vehicles. Through the use of a questionnaire survey method, the study investigates users of both passenger cars and commercial vehicles. The research results show that there is no significant difference in customer subjective satisfaction with the service process between passenger cars and commercial vehicles, including project performance in aspects such as customer touch points and service efficiency. These results provide valuable reference for the automobile manufacturer to improve the overall service quality, and also propose some suggestions for future research directions. In future research, further exploration of the service process satisfaction for different types of vehicles can be conducted to provide more substantive recommendations. |
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| Files | indicate access worldwide | ||
| Date of Defense | 2024-06-19 | Date of Submission | 2024-06-26 |