- 期刊
臺北市派遣計程車乘車服務品質滿意度調查研究
The Study of Quality of Taxi Dispatch Service in Taipei City
摘要
隨著科技的發達，民眾選擇的交通方式越來越多元。其中，計程車載客是常見的運輸工具，尤其身處臺北市常發生車位難求的情況，計程車相較於其他地區有更高的需求。在民眾對乘車安全品質的高度需求下，派遣平台已逐漸被臺北市多數的計程車客運服務業者所採用。依據交通部統計數據顯示，臺北市計程車輛佔全國的34.34%，可知派遣計程車對臺北地區的民眾來說，是非常重要的交通工具。本研究係以臺北市政府登記在案之23家派遣計程車隊為調查對象，針對派遣計程車設計五大指標。問卷調查員以隨機抽樣方式，透過實際乘車以調查各車隊之服務品質，本研究結果可作為臺北市派遣計程車業者提升服務品質決策之參考。本研究針對臺北市23個派遣車隊的乘車服務品質調查結果顯示整體車隊的總平均得分為54.3分，佔總配分（60分）的90.5%表現良好；乘車服務品質調查結果的前3名優良車隊分別為：車隊16（第一名）、車隊15（第二名）及車隊11（第三名）；本研究調查結果建議臺北市派遣計程車車隊有必要強化「主動提供電子乘車證明」、「強化駕駛員清潔衛生教育訓練」及「強化駕駛員遵守交通法規意識訓練」。
並列摘要
With the advancement in technology, there are now more diverse transportation options available to the general public. In Taipei City, where the search for a parking space is often very difficult, taxis are in much greater demand than in other areas. In response to customers' increasing concern about safety and service quality, many taxi companies in Taipei City have deployed dispatch software for their service. According to the Ministry of Transportation and Communications, the number of taxis in Taipei City accounts for 34.34% of the total number of taxis in Taiwan. Indeed, the role of taxis in Taipei citizens' daily life has become more and more important. This study investigates the quality of service provided by the 23 taxi companies in Taipei City. Based on the findings of relevant local and foreign studies, we developed five criteria to evaluate the quality of taxi companies' dispatch service, and taxis were randomly taken for evaluation. With the maximum score of 60, the average score of the 23 taxi companies was 54.3, and 90.5% of the companies were evaluated as good service providers. Customer requests for electronic receipts, car cleanliness improvement, and drivers' better obedience to traffic rules were also identified.