Innovative Service in Public Sector-- Case Study of TRA Cruise Train
Date Issued
2011
Date
2011
Author(s)
Hu, Ya-Fang
Abstract
Taiwan Railways Administration launched a new service named “Cruise Train” in 2008. As an innovative service, Cruise Train attracts strong and positive response from the public and maintains full bookings in almost every chartered line. This study, through questionnaire survey and interviews, found that customer satisfaction is more than ninety percent across all Cruise Train schedules. The customer-oriented new service tailored to the needs of railroad fans and young families in providing scenic tourist routes. The Cruise Train service, although only with a miniscule profit comparing to the huge debt of Taiwan Railroad Agency, helps to boost the poor image of the Administration in the past few decades.
The study proposes five recommendations on the Cruise Train service. They are: integration of the related railroad tourism resources; upgrading of professional training of innovative service, strengthening of promotion and marketing activity, early planning of organizational development required, and improving of value added income source.
Subjects
Innovative service
customer satisfaction
Cruise Train service
service quality
Taiwan Railways Administration
Type
thesis
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