| 摘要: | 在執行公路與國道客運評鑑計畫中，發現評鑑結果所呈現之名次，與乘客滿意度有明顯差異存在，為求一個客觀公平之評鑑制度，以及符合大眾期望之評鑑結果，本研究以94年國道客運評鑑為例，分別進行評鑑作業檢討與服務品質量表發展。
在服務品質量表發展部分利用PZB（1988）服務品質量表“SERVQUAL”步驟與胡凱傑（2003）三階段程序，建構一個適用於國內汽車客運業服務品質量表，再比較SERVPERF、SERVQUAL、ZOT、IPA優劣，考量實務上可行性與調查結果選擇較佳方案。並期望本研究結果可改善評鑑結果與乘客滿意度之差異並供汽車客運業主管機關參考。
綜合各服務品質模式衡量方法分析結果與考量實務調查之可行性，本研究設計與發展之服務品質量表，精簡後得四個構面與20題問項，四個構面分別為「與乘客互動」、「提供正確資訊」、「營運管理支援」與「行車服務設備」。再經問卷調查分析結果顯示可縮小評鑑結果與乘客滿意度之差異，新量表所量測之分數與原分數t檢定結果大部分問項皆具有顯著差異，而總分亦具有顯著差異。
In the implementation of the evaluation program of the Bus Carriers, we found that there was an obvious discrepancy between the ranking in the evaluation result and the degree of satisfaction of the passengers. In order to attain an objective and fair evaluation system as well as a credible result, this study will make an assessment review and a scale development of service quality on the base of the evaluation method of the passenger transportation of the freeway Bus Carriers in 2005.
In the section of the scale development of service quality, this study utilize the SERVQUAL approaches of the PZB (1988) service quality scale and the three-phase process by Hu Kai-Chieh (2003) to constitute a service quality scale which is applicable to the national passenger transportation, and additionally, through comparations of the SERVPERF, SERVQUAL, ZOT and IPA, and on consideration of the practical feasibility and investigation results, to select a comparatively feasible alternative. We expect that our study result would ameliorate the discrepancy between the evaluation result and the degree of satisfaction of the passengers, and that we contribute it for the reference of the relevant passenger transportation authorities.
On comprehension of the analysis results of the service quality models, and on the consideration of the feasibility of practical investigation, this study makes a plan on the service quality scale development. After condensation, we''ve got four compositions and twenty questions. The four compositions include the interactivity with the passengers, providing correct information, operations management and support, and driving service equipment. At last, the analysis of the questionnaires will reveal the amelioration possibility of the discrepancy between the evaluation result and the degree of satisfaction of the passengers. |
