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    Please use this identifier to cite or link to this item: http://tkuir.lib.tku.edu.tw:8080/dspace/handle/987654321/105472

    Title: 滿意度指數為基礎之國道計程電子收費服務預警機制研究
    Other Titles: A warning mechanism for distance-based Electronic Toll Collection service on Taiwan’s National Freeway by using satisfaction index
    Authors: 莊依珊;Chuang, Yi-Shan
    Contributors: 淡江大學運輸管理學系碩士班
    Keywords: 滿意度指數;服務品質;預警機制;國道計程收費;Satisfaction Index;quality of services;Warning Mechanism;Distance-based Electronic Toll Collection
    Date: 2015
    Issue Date: 2016-01-22 14:56:46 (UTC+8)
    Abstract: 台灣高速公路目前全面實施計程電子收費,由於國道計程電子收費為政府委託民間企業經營,其受到政府規範管制,若滿意度及利用率未達一定標準,則會被責成檢討,其滿意度可衡量服務品質的結果,企業須針對服務品質進行控管,服務品質預警系統之建立將有助於服務品質管理之落實。




    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.
    Appears in Collections:[運輸管理學系暨研究所] 學位論文

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