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    Title: 精進旅客服務,建立良好顧客關係之作為
    Other Titles: Proposals for Improving Customer Service and Customer Relations
    Authors: 楊泰良;陳芷瑩
    Contributors: 淡江大學運輸管理學系
    Keywords: 旅客服務;Customer service
    Date: 2010-07
    Issue Date: 2013-10-23 19:11:17 (UTC+8)
    Publisher: 臺北市:臺北大眾捷運股份有限公司
    Abstract: 臺北捷運系統自1996年通車以來,服務範圍已擴充至8條線,營運長度達90.5公里,82個營運車站,每日載客量超過130萬旅次,在臺北市政府及所有旅客的支持下,使得臺北捷運能夠迅速成長茁壯,且建立良好的捷運文化。 然而,隨著消費者意識抬頭,旅客對於服務品質的要求也愈來愈高,本著「顧客至上」的經營理念,在旅客服務標準作業程序、服務人員禮貌度、禮讓博愛座與無障礙服務,及邀請社區團體參訪等方面,臺北捷運持續不斷地檢討並力求精進,期盼能夠提供旅客最優質完善的服務,同時強調以人為本的服務精神,營造友善愉悅的乘車環境,建立良好顧客關係,並邁向「臺北捷運、世界一流」的願景。
    Since the Taipei Metro started operation in 1996, the Taipei Metro transportation network has expanded to a total of eight lines covering 90.5 kilometers and 82 stations. The daily ridership is more than 1.3 million passengers. With the support of the Taipei City Government and all its passengers, Taipei Metro has grown rapidly and developed a good metro culture. However, with the rise of consumer awareness, passengers are very demanding of service quality. In conformity with our business philosophy of “customer first”, we review and make every effort to upgrade our service quality, including in the area of passenger service standard operating procedures, staff's appropriate polite behavior, yielding priority seats, accessible services, and inviting community groups to visit stations. We hope to provide passengers with outstanding services, emphasize the people oriented service spirit, create a friendly and pleasant traveling environment, and build a good customer relationship. We aim to develop TRTC into a first-class corporation.
    Relation: 軌道經營與管理=Railway Operation & Management 7,頁18-27
    Appears in Collections:[運輸管理學系暨研究所] 期刊論文

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