本研究在於透過理論基礎建立國道計程收費服務預警機制，並找出欲改善之關鍵構面，以及未來可能影響之範圍，此可作為企業研擬改善方向及優先順序之參考，亦可用於不同領域之預警機制架構，作為相似服務改善案例應用之參考。 Taiwan’s National Freeway is currently in the full operation of distance-based Electronic Toll Collection (ETC). Since ETC service has been operated by private company which is regulated by government, the company will be reviewed to improve if both of satisfaction and utilization standard are not reachable. Therefore, a warning mechanism should be constructed to maintain satisfaction and to control service quality.
For this reason, this research proposes a warning mechanism framework consisting of multiple regression analysis, word frequency analysis and association rules combining quality of service and satisfaction. Internet user evaluations serve as data sources that can reflect user dimensions. The model validation is done by using questionnaires to understand overall user opinions. Therefore, a warning mechanisim adopts data mining processes to establish dimensions and measurable attributes. Then data processing and screening will be done to establish satisfaction index model and associated rules. Finally, survey results are shown and explained.
Satisfaction index model combining weights can reflect the degree of real user concern. In summary, dissatisfied users than satisfied users have a high degree of attention to distance-based Electronic Toll Collection Service. Users are not satisfied with the quality of service such as call center, product functionality and features and sponsor services.
Through the questionnaire surveys the model can be drawn from the overall dimensions of service quality and satisfaction index is negative, the current user for ETC satisfaction is in a dissatisfied situation. And through association rules we can be sure when stored value services and payment services are dissatisfied. And this will influence the willingness of users and then sponsor. Regardless of whether the payment is dissatisfied, the sponsor service will also be affected. And when the stored value services or bill payment services is dissatisfied, it may affect the product and sponsor service simultaneously or separately.
The research is to establish a warning mechanism of distance-based ETC service on Taiwan’s National Freeway and to identify the key dimensions of the desire to improve, and the range of possible future impacts. This warning mechanism can serve as a toolkit to apply to other similar case studies.