Service quality and the use of APP call awareness of customer satisfaction and customer loyalty of the study

[[abstract]]近年來隨著智慧型手機的迅速發展，APP應用程式也隨之興起，各行各業都開始進行APP應用程式的開發，希望藉著APP軟體的服務，更穩固自己在產業中的地位或是開發新的市場，所以許多產業的服務模式也漸漸在改變，就連計程車產業也開始轉型，消費者從傳統的路邊招車、電話叫車到現今已發展成為智慧手機叫車；Uber就是APP叫車服務的計程車業者。在電信業者的積極行銷的刺激，行動科技不斷的進步下，行動裝置中的應用程式，更跟隨著一起發展及創新，而APP叫車服務之應用程式也在發展創新之行列中。因此，傳統計程車的叫車服務及載客的模式不得不正視這股潮流。以目前在台灣占有計程者業者領導地位的台灣大車隊為例，雖然擁有良好的車隊品牌形象及忠實搭乘乘客，但是自從其推出APP叫車服務後，利用此行動裝置應用程式來叫車的乘客，在三年內仍不斷的成長已有三倍之多。而目前在台灣地區的乘客，對於行動裝置APP叫車服務的使用率及滿意度都高達六成，隨著行動網際網路的發展，未來勢必會持續創造更高的服務品質及使用率。台灣計程車產業目前不僅面對著，北、中及南部的大眾交通運輸系統，如捷運和BRT通車營運的威脅以外，現在更因為每人都持有智慧型行動裝置，所以APP應用程式也如雨春筍般的出現，而叫車服務的APP也因此隨之興起，更因此而創建出新的且更具威脅性的直接競爭業者Uber；這對於計程車業者而言，則需要花費更多心力，思索營運策略以及改善對顧客服務的品質。因此，唯有確實瞭解乘客的需求與其重視的因素，因應潮流發展科技，提供適切的服務品質，才能獲得顧客的滿意與喜愛，創造顧客忠誠度。[[abstract]]Inrecentyears,withtherapiddevelopmentofsmartphones,APPapplicationalsowillrise,businessesarebeginningtodeveloptheapplicationofAPP,APPhopethatthroughsoftwareservices,ormoretosecuretheirpositionintheindustry'sdevelopmentthenewmarket,manyindustryservicemodelisalsograduallychanging,eventhetaxiindustryalsobegantotransitionconsumershailingfromthetraditionalsideoftheroad,calledthecarphonetosmartphonetodayhasdevelopedintoacab;UberiscalledAPPCarservicetaxiindustry.Stimulateactivemarketingofthecarriers,continuetoprogressundertheactiontechnology,mobiledeviceapplications,togetherwiththedevelopmentandwithmoreinnovation,andAPPapplicationcalledthecarserviceisalsodevelopingintheranksofinnovation.Therefore,themodelcalledthecarserviceandtaxipassengertraditionhadtofacethistrend.PresentinTaiwanoccupiesthemeter'sindustryleadingTaiwanTaxi,forexample,thoughtheyhaveagoodfleetofbrandimageandfaithfullytakepassengers,butsinceitslaunchAPPTaxi,takeadvantageofthismobileapptocallthecarPassengers,whohavecontinuedtogrowthreetimesoverthreeyears.Atpresent,passengersTaiwan,APPformobiledevicescalledthecarserviceutilizationandsatisfactionareuptoLiuCheng,withthedevelopmentofmobileInternet,thefutureisboundtocontinuetocreateahigherqualityofserviceandusage.Taiwantaxiindustryisnotonlyfacedwith,otherthanpublictransportsystemnorth,andsouth,suchasthethreatofMRTandBRTtrafficoperationsnowholdmorebecauseallsmartmobiledevicesperperson,soasAPPAPPalsorainbambooshootsappear,andcalledthecarserviceofAPPandthereforewillrise,butmoresotocreateanewandmorethreateningindirectcompetitionwiththeindustryUber;whichforthetaxiindustryareconcerned,ittakesmoreeffort,Thinkingaboutoperationalstrategiesandimprovingthequalityofcustomerservice.Therefore,onlytoreallyunderstandtheneedsofpassengersandtheirattentionfactors,inresponsetothetrendofthedevelopmentofscienceandtechnology,toprovideappropriatequalityofserviceinordertoobtaincustomersatisfactionandlove,tocreatecustomerloyalty