應用複合多評準決策與模糊積分法探討臺北都會區聯營公車服務品質

淡江大學機構典藏 > 商管學院 > 運輸管理學系暨研究所 > 學位論文 > Item 987654321/87663

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题名:	應用複合多評準決策與模糊積分法探討臺北都會區聯營公車服務品質
其它题名:	Applying hybrid MCDM and fuzzy integral to explore the service quality of Taipei city bus
作者:	陳勇昇;Chen, Yong-Sheng
贡献者:	淡江大學運輸管理學系碩士班許超澤;Hsu, Chao-Che
关键词:	服務品質;模糊積分法;折衷排序法;層級分析法;Service Quality;DANP;fuzzy integral method;VIKOR;Analytic Hierarchy Process
日期:	2012
上传时间:	2013-04-13 11:31:36 (UTC+8)
摘要:	傳統關於公車服務品質相關研究，大多建立在構面相互獨立的假設下進行分析，然而實際上在公車服務品質相關議題中，不同構面下準則間或許存在著關聯性，可能會影響到最後的評估結果，故本研究為探討不同構面下準則間之關聯性對評估結果的影響，應用DANP結合模糊積分法（模式三）進行實證分析，並且加入AHP結合VIKOR法（模式一）與AHP、模糊積分結合VIKOR法（模式二）兩種模式為對照進行比較分析，以提供公車經營管理相關單位作為參考之依據。本研究以台北都會區聯營公車為例，參考台北市交通局公共運輸處所提供的資料，選擇營運規模較大的八家客運公司做為評估單位，進行問卷調查及實證分析。在問卷調查的部分，本研究修改PZB服務品質量，將公車服務品質量表分為「員工及駕駛員服務態度」、「有形服務設備」、「服務提供便利性」與「資訊可靠度」等四大構面，並進行二階段問卷調查，第一階段為公車服務品質與模糊積分相關問卷，第二階段為AHP與DEMATEL相關問卷，最後將問卷回收結果代入三模式進行比較分析。本研究經由實證分析結果發現，在公車服務品質相關議題，不同構面下某些準則與準則間存在著關聯性，是故構面及準則間相互獨立的假設方法，較不符合現實情況，另外，由實證分析結果可發現，傳統假設各構面及準則皆獨立的方法進行權重分析，是以「服務態度」較為重要，而本研究將不同構面下準則間之關聯性納入考量進行權重分析，是以「便利性」與「資訊可靠度」較為重要，建議可以適度調整「服務態度」下「駕駛員駕駛平穩安全」、「駕駛員與乘客的互動」與「駕駛員不會過站不停」等準則項目權重，將權重適當分配至「便利性」與「資訊可靠度」等服務品質項目。在模式分析的部分，若僅考量各獨立構面下準則間之關聯性，其評估結果差別不大，但若將三種模式進行比較分析可發現，考量不同構面下準則間之關聯性，其評估結果與傳統假設模式有很大的差異，故在進行公車服務品質評估及權重分配時，應先確定公車服務品質準則間是否存在著關聯性，並確定基本假設，選擇適當的方法進行分析，然而經本研究結果顯示，應考量不同構面下準則間之關聯性，才能得到較合理的評估結果。 In the past research regarding the service quality of bus was mostly conducted under the assumption that each individual attribute is independent in their analysis. However, in any related topics regarding the service quality of bus, the different attributes of the criteria may be related and may have an effect on the evaluation result. By applying DANP combing the fuzzy integral method (mode 3) to conduct actual analysis, along with the AHP combining VIKOR method (mode 1) and AHP, fuzzy integral combining VIKOR method (mode 2) and using these two methods to conduct a comparison analysis, in order to provide related bus management some reference materials. This research uses Taipei city bus as example, and uses the resources provided by the Taipei public transport office, and choose eight of the bigger companies as evaluation units to conduct a survey and prove analysis. In the part of the survey, this study amended the scale of PZB service quality, and separated the public bus service quality scale into 4 parts: “service attitude of the employee and driver”, “tangible service equipment”, “convenience”, and “information reliability” to conduct a 2-part survey. The first part includes public bus service quality and fuzzy integral related survey, and the second part includes AHP and DEMATEL related survey, and then finally will collect all of the results to conduct three modes comparative analysis. This research found out through prove analysis that the service quality of bus related topics are related to some of the criteria in the different attributes; therefore the assumption method of each attribute and the individual criterion is not that suitable in the current situation. Also, the prove analysis found out that by using the traditional assumption to analyze the weight of each attribute and the individual criteria, should consider the “convenience” and the “information reliability” as more important, and suggests that can moderately adjust the “service attitude” under “driver’s driving safety”, “interaction between the driver and passengers” and “driver will not pass over a stop” criterion items, and should also moderately separate the weight in the “convenience” and “information reliability” service quality items. As for the mode analysis, if we only consider the related criteria under each individual attribute, the evaluation result will not have a big difference. But if we compare between the 3 modes and look at the criteria in relation to all the different attributes, the evaluation results and the traditional assumption method will have a great difference; thus while conducting the service quality of bus evaluation and weight distribution, should first confirm whether there are any relations between the criteria within the service quality of bus, and also to decide on the basic assumption, choose the appropriate method to conduct the analysis. However, as for the result from this study, we found out that we should consider the criteria between the different attributes, in order to reach a more reasonable evaluation result.
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