| URN | etd-0718122-230148 | Statistics | This thesis had been viewed 134 times. Download 6 times. |
| Author | Lin-Ching Chen | ||
| Author's Email Address | 1010antony10@gmail.com | ||
| Department | Institute of Industrial Management | ||
| Year | 2021 | Semester | 2 |
| Degree | Master | Type of Document | Master's Thesis |
| Language | zh-TW.Big5 Chinese | Page Count | 56 |
| Title | Research on the Processing Process and Customer Service Quality of Chunghwa Post | ||
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| Abstract | The prototype of the post has long appeared in the historical records of various countries, but it mainly served the royal aristocracy for military orders and political orders. After the progress of civilization and social development, the postal business gradually opened up from the exclusive use of the emperor to the common people. The purpose of this paper is to study the relationship between the postal processing process and the quality of customer service. This research uses a quantitative research approach and a questionnaire survey method. , to make data analysis to understand the overall satisfaction results of the service quality of the postal processing process. From the results of this study, the following points conclude: First,according to the independent sample t-test results, there are significant differences in assurance, tangibility, and reliability for different genders; and there are also significant differences in responsiveness, tangibility, caring, and reliability for different marital statuses. Secondly, according to the results of the single-factor analysis of variance, for different ages, educational backgrounds, monthly receipts, and mailing amounts, there are obvious differences aspects in terms of service quality and overall satisfaction. There are obvious differences. Thirdly according to the Pearson correlation analysis, there is a positive relationship between the various aspects of service quality of postal processing and overall satisfaction. iii Finally, the results of regression analysis, the service quality aspects of the postal service process have the greatest impact on the overall satisfaction results. The reactive aspect has the strongest impact on the overall satisfaction, followed by the caring aspect, and the lowest in the tangible aspect. This shows that the most significant impact on the overall customer satisfaction is the responsiveness and caring dimensions, which means the customers care most about the immediate response, assistance, and active caring attitude of the service staff. |
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| Advisor Committee | |||
| Files | indicate access worldwide | ||
| Date of Defense | 2022-06-27 | Date of Submission | 2022-07-18 |