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系統識別號 U0026-0908201915523300
論文名稱(中文) 探討高雄公車式小黃服務品質對使用行為之影響
論文名稱(英文) Exploring the Effect of Kaohsiung Shuttle Taxi Service Quality on Behavior.
校院名稱 成功大學
系所名稱(中) 交通管理科學系
系所名稱(英) Department of Transportation & Communication Management Science
學年度 107
學期 2
出版年 108
研究生(中文) 王珮鈴
研究生(英文) Pe-Lin Wang
學號 R56061287
學位類別 碩士
語文別 中文
論文頁數 87頁
口試委員 指導教授-林佐鼎
口試委員-蔡東峻
口試委員-楊宗璟
中文關鍵字 公車式小黃  服務品質  結構方程模型  重要性—表現分析法 
英文關鍵字 shuttle taxi service  service quality  structural equation modeling (SEM)  importance-performance analysis (IPA) 
學科別分類
中文摘要 高雄市政府交通局自2014年3月起實施「計程車彈性運輸服務計畫」,現演變為公車式小黃服務,是以計程車替代公車行駛特定路線或班次,自從公車式小黃的服務路線擴展到市區後,逐漸受到關注,惟其服務營運模式之獨特性加上標示不清、宣傳不足等情形,仍有許多民眾對此服務尚不熟悉,同時政府可直接觀察到的大多是使用率等量化數據,使用者之觀點難以直接察覺,故本研究針對公車式小黃政策進行調查,以反映民眾對該服務的感受及評價。
本研究透過結構方程模型估計與實證分析,以車輛狀態、服務提供、駕駛員服務態度、資訊提供、費用五個構面,探討服務品質影響行為意圖的程度與關係,結果顯示駕駛員態度及費用之滿意度對使用者行為意圖有正向顯著的影響,此外本研究比對受訪者對各服務品質項目的重視程度及滿意程度,透過重要性—表現分法評估公車式小黃服務需改善或保持之面向,並根據調查與研究結果提出建議,提供政府或業者做為決策之參考。
英文摘要 In March 2014, the Kaohsiung City Transportation Bureau started to use taxi to substitute for bus in some routes. Since the service expanded into urban areas, the innovative operation model has attracted public attention. However, there are still many people unfamiliar with this service due to the unique operation mode as well as unclear labeling and insufficient publicity. Furthermore, the government can only directly observe quantitative data such as ridership, and the users ' viewpoint is hard to be detected. To understand the perceptions and expectations of service quality of shuttle bus service in Kaohsiung, this study will explore users’ opinions and intentions by questionnaire survey to reflect their perspectives.
This study investigates the relationships between some service quality facets including vehicle condition, service provision, drivers’ attitude, information, and fare toward behavioral intention by using structural equation modeling. The result reveals that drivers’ attitude and fare facets have positive and significant relationships with behavioral intention. This study also compares users’ satisfaction with expectation by applying importance-performance analysis (IPA) to evaluate what aspects should be improved or kept on. By giving advice from the results of analysis, this study can provide government or the cooperation as a reference for decision making.
論文目次 摘要 I
誌謝 V
第一章 緒論 1
1.1 研究背景與動機 1
1.2研究目的 5
1.3研究範圍與限制 6
1.4研究方法 6
1.5研究流程與內容 7
第二章 文獻回顧 9
2.1公車式小黃政策沿革 9
2.2副大眾運輸系統 14
2.2.1副大眾運輸系統定義 14
2.2.2副大眾運輸系統類別 15
2.3需求反應式運輸系統 19
2.3.1需求反應運輸之發展與定義 19
2.3.2需求反應式運輸系統之類型 21
2.3.3需求反應式運輸系統與計程車之結合 27
2.4服務品質相關文獻 29
2.4.1服務品質 29
2.4.2服務品質與行為意圖 31
2.5影響運輸工具使用之因素 32
2.5.1運輸系統服務品質 33
2.6小結 37
第三章 研究方法 38
3.1研究假設與架構 38
3.2問卷設計 39
3.2.1問卷內容 39
3.2.2研究變數 43
3.3研究方法 45
3.3.1敘述性統計分析 45
3.3.2信度分析 45
3.3.3驗證性因素分析 46
3.3.4結構方程模型 46
3.3.5適配度指標 47
3.3.6重要性—表現分析法 48
第四章 實證分析 50
4.1問卷發放 50
4.2基本資料敘述性分析 51
4.2.1社經背景資料分析 51
4.2.2使用行為與旅運特性分析 53
4.3各構面信度與平均數分析 55
4.4驗證性因素分析 57
4.5結構方程模型分析 60
4.6重要性—表現分析法 63
第五章 結論與建議 68
5.1結論 68
5.2討論與建議 71
參考文獻 75
一、中文文獻 75
二、網站及文件 76
三、英文文獻 77
附錄一、調查問卷 83
附錄二、公車式小黃路線 86

參考文獻 一、中文文獻
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二、網站及文件
1. 行政院環境保護署(2018),高雄市-綠色運輸-推動公共運輸使用率提升計畫(縣市層級),低碳永續家園資訊網。
https://lcss.epa.gov.tw/LcssViewPage/Responsive/AreaDoc.aspx?CityID=64000&ActDocId=5bb11f8d-22f5-4daf-a844-cd0159bd43b1
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https://www.tbkc.gov.tw/Upload/News/99/51b70377-af03-4c0c-a96c-e14258b3f5af/extFiles/%E8%A9%95%E9%81%B8%E4%BD%9C%E6%A5%AD%E9%A0%88%E7%9F%A5.pdf
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