台北捷運系統服務品質、乘客滿意度與忠誠度關係之研究

A Study on Reiationship among Service Quality,passenger satisfation and royalty of Taipei Rapid Transit Systems

劉丁維(ting-wei liu)

指導教授 ： 陳武正

國立臺北大學/公共事務學院/都市計劃研究所/碩士(2009年)

摘要

發展大眾運輸一向是政府施政的重要口號，也是政府宣示的重要都市運輸政策。自從民國七十三年九月「台北都會區大眾捷運系統初期計畫（從淡水沿淡水線鐵路路權經台北車站並向南延伸至新店）」奉行政院列入十四項重要建設計畫以來，發展大眾運輸系統即成為交通部及台北市政府重要施政計畫之一。
民國八十四年七月交通部正式提出我國第一份運輸政策白皮書，並擬訂短期、中期、長期的發展策略。但經過十三年的運作發展後，除了台北捷運系統與台北捷運系統持續興建與規劃後續環狀路線外，其他都市的捷運系統都只停留在規劃評估階段。
雖然台北市的大眾運輸系統發展現況相較於其他縣市而言，屬於較佳的水平。但即便如此，台北市依然有偏遠地區公車路線停駛的問題，捷運系統連年的施工，隨著環狀路線的衍生其造成之交通黑暗期也隨著無限期的延長。平均每人擁有0.277台汽車、0.405台機車（2007年，台北市監理處），合計每人擁有0.682台機動車輛數，並維持著每年約1％的成長率，相較於道路面積幾乎固定不變下，交通尖峰時刻的壅塞情形日益嚴重。
本研究以台北捷運旅客為實證研究對象，使用敘述性統計來說明人口統計變項與服務品質及顧客滿意度。並使用 SPSS 軟體進行因素分析、t 檢定、單因子變異數分析(One-way ANOVA)、皮爾森積差相關分析、迴歸分析，對樣本資料做分析及假設檢定來探討服務品質、滿意度及忠誠度的相關研究。研究結果顯示：(1)不同社經背景對服務品質、滿意度及忠誠度有顯著差異。(2)滿意度與忠誠度之間有正相關。(3)服務品質會正向影響滿意度；服務品質會正向影響忠誠度。

關鍵字

台北捷運 ； 服務品質 ； 滿意度 ； 忠誠度

並列摘要

The development of public transport has always been an important slogan of the Government, the Government announced a major urban transport policy. Since the Republic of China in September79"Taipei mass rapid transit system, the initial plan (from the fresh water of fresh water along the right lines by the Taipei Railway Station and south to the store)" from the Executive Yuan included in the design of 14 major construction painting since the development of the public transport system will become the Taipei City Government, Ministry of Communications and one of the important policy plan.
In recent years the Ministry of Communications in July an official presentation of the China's first White Paper on Transport Policy and to develop short-, medium-and long-term development strategy. However, after thirteen years after the operation of the development, in addition to the Taipei MRT system and the continued construction of the Taipei rapid transit system and planning follow-up ring road, the other urban mass rapid transit system will remain in the planning stages of the assessment.
Although Taipei's public transport system the status of development compared with other counties and cities, the levels are better. Even so, there are still remote areas in Taipei City bus routes to stop the problem of the construction of mass rapid transit system year after year, with the ring of the derivative line of traffic caused by the dark period with the indefinite extension. Taiwan has a .277 average cars, locomotives 0.405 (in 2007, the Taipei City Office of the Commissioner), making a total of 0.682 per person and Taiwan have a number of motor vehicles and to maintain a 1 percent annual growth rate, compared to almost a fixed road surface does not change under the congestion of rush hour traffic situation is becoming increasingly serious.
In this study, visitors to Taipei empirical study, using descriptive statistics to describe demographic variables and customer satisfaction and service quality. And use factor analysis SPSS software, t-test, one-way ANOVA (One-way ANOVA), Pearson product-moment correlation analysis, regression analysis, analysis of samples of data and assumptions made to explore the test quality of service, satisfaction and loyalty research. The results showed that: (1) different socio-economic background on service quality, satisfaction and loyalty, there were significant differences. (2) satisfaction and loyalty has a positive correlation between. (3) the impact of quality of service satisfaction will be positive; service quality will be positive impact on loyalty.

並列關鍵字

Taipei Rapid Transit ； service quality ； satisfaction ； loyalty

參考文獻

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