過去公車服務品質相關研究，僅探討整體公車系統之服務品質、乘客滿意度對乘客行為意向之影響。本研究嘗試將公車系統區分為一般路線與公車專用道路線，根據公車乘客對於兩者之服務品質、乘客滿意度以及乘客行為意向之期望與感受進行分析比較。本研究首先以公車服務特性為基礎，結合Brandy & Cronin(2001)所提出的服務品質概念性模式與相關之滿意度與行為意向理論，找出適用於公車系統之服務品質、滿意度及行為意向定義，建構適合公車運輸系統服務品質、滿意度與行為意向模式。為了驗證所建構模式之配適性，本研究利用結構方程模式做為分析工具，研究對象為一般路線公車乘客與專用道乘客。最後依據研究結果提出營運管理上之建議。 The past studies in service quality of bus transportation system, only probed into the service quality and passengers' satisfaction of the whole bus system, influence on passengers' behavior. This study tries to divide the bus system into urban bus routes and exclusive bus lanes, comparison with urban bus routes and exclusive bus lanes according to the expectation and experience of bus service quality, passengers' satisfaction and passengers' behavior. Based on the characteristics of bus service, a conceptual model has been developed for bus transportation system by integrating Brandy & Cronin (2001) discussed service quality conceptual model, satisfaction and behavior intention model. Then, an empirical study is conducted to test the hypothesis in this conceptual model. To test the adaptability of the construction model, this study adopt the analytic tool of Structural Equation System and do confirmatory factor analysis and path analysis. The research objects are urban bus route passengers and exclusive bus lane passengers.
關聯:
中華民國運輸學會97年年會暨國際學術論文研討會論文集=Proceedings of International Conference And Annual Meeting of Chinese Institute of Transportation，30頁
