乘客評量司機服務態度之研究－以台中地區公車為例

A Study of Passenger Evaluation of Bus Driver Service Attitude-Taichung Area Bus System as a Sample

詹定宇(Ding-Yu Chan) ； 李嘉聖(Jia-Sheng Lee)

《中國行政評論》 7卷2期 (1998/03) Pp. 61-100

https://doi.org/10.6635/cpar.1998.7(2).02

摘要

本研究的目的是在提出一套乘客評量公車司機服務態度之研究。首先，針對現行公車問題提出整體性的系統思考，探討乘客的期望、司機之服務態度、業者之心態及政府之補貼。經由現狀之瞭解、顧客導向及主權在民等理論之採行，特提出系統變革、乘客票決及 繞道補貼等策略。經由深入訪談與問卷調查等實證分析，顯示本辦法簡單、易於推動，且能獲得乘客、司機、業者與政府四贏的效果。

關鍵字

公車系統 ； 服務態度 ； 系統思考 ； 顧客導向 ； 服務接觸

並列摘要

The purpose of this study is to develop a bus service customer appraisal system. Referring to the current bus operating system, this study utilized integrated system thinking to investigate passenger expectations, drivers' service attitude, bus company considerations and government subsidies. Based on this investigation and consumer-oriented theory, customer vote and detour subsidy systems were proposed. Through study of in-depth interviews and questionnaire analysis, the results show that a customer appraisal system is not only easy to understand and to implement, but can relieve stress and bring benefits to all related groups.

並列關鍵字

Bus System ； Service Attitude ； System Thinking ； Consumer Oriented ； Service Encounters