以旅客觀點持續性評估高速鐵路營運績效長期趨勢及其關聯影響因素：跨國性的比較與探討

隨著國家經濟發展迅速與社會結構變遷，中長程城際旅運需求增長，高速鐵路的興建成為許多國家的重要交通建設。台灣高速鐵路(Taiwan High Speed Rail, THSR)於2007年營運迄今，致力於各項服務的改善，然平均載客率僅些許過半；而韓國高鐵(Korea Train eXpress, KTX)早於2004年即起始營運，由初期的調查發現，旅客對韓國高鐵之滿意度仍有提升空間。本文企圖透過定期追蹤的跨國比較，探討台灣高鐵與韓國高鐵達到永續經營服務的要點。研究藉由多年的問卷訪談，抽樣蒐集兩國旅客的旅運行為與對高鐵觀感，並以結構方程模式(Structural Equation Modeling)確立評估架構。接續利用多群組分析(Multiple-Group Analysis)檢測兩國模型的恆等性，探討相關重要因子及構念相互影響度。過程中，更進一步應用結構方程模式之分析結果計算旅客滿意度指數(Passenger Satisfaction Index)，藉以瞭解各類別旅客對高鐵的滿意程度。最後，依指標因子重要性－旅客認同二維分佈圖深入探討資源配置的妥適性。分析成果發現提升營運績效之根本作為確定在於強化服務品質，而台灣高鐵之旅客較重視硬體設備之服務，韓國高鐵旅客則注重與營運單位的互動。值得讚譽的是，台灣高鐵旅客之旅客滿意度於2007年至2013年逐年增加，然韓國高鐵之旅客滿意度則趨於持平。此外，於資源的配置上，臺灣與韓國皆應加強客服申訴與班次資訊提供之相關服務，並維持車班準時之良好形象。本研究透過循序漸進式的系統化分析成果，可使營運當局體認不同社經屬性旅客的滿意程度，並重新審視與調整相關人力與資源配置，有效規劃營運策略，進而檢核營運績效與提升企業獲利能力。

關鍵字

高速鐵路；旅客滿意度；永續經營；跨國比較；結構方程模式

並列摘要

In recent years, high speed rail systems have become an important component of transport infrastructure in many countries. Taiwan has responded to the strong demand for long-distance intercity travel raised by rapid economic development and changes to social structures by launching Taiwan High Speed Rail (THSR), which began operations in 2007, is currently operating at half capacity and is still working to improve service quality. Korea Trai eXpress (KTX) began operations in 2004 and initial feedback on traveler satisfaction indicated considerable room for improvement. This article attempts to compare these two high speed rail systems to determine factors which impact sustainable operations of such a system. The study is based on data taken from questionnaires and interviews administered over several years, with data samples reflecting passenger travel behavior and perceptions of service quality. Structural equation modeling (SEM) is then applied to establish the hypothetical model. Multiple-group analysis is subsequently used to determine the model invariance, and then explore the key factors and the influence between constructs. SEM analysis results are further used to calculate a passenger satisfaction index (PSI) to better understand the degree of service satisfaction of different passenger groups. Finally, we apply importance-passenger perception analysis to investigate the appropriateness of resource allocation. Analysis results indicate that improving operational effectiveness requires enhancing service quality, and that THSR passengers place a particular emphasis on service hardware, while KTX passengers are more concerned with interaction with operating units. It’s worth noting that THSR passenger satisfaction increased steadily from 2007 to 2013 to levels comparable to those expressed by KTX passengers. In addition, in terms of resource allocation, both Taiwan and Korea should improve the handling of passenger complaints, provide improved scheduling information, and strive to improve arrival and departure punctuality. This study provides a systematic, longitudinal examination of the level of satisfaction of passengers from different socio-economic groups, and provides useful insight into potential adjustments to human and resource allocation. The results can facilitate the formulation of effective planning and operational strategies to further high speed rail’s goals of sustainable operations.

並列關鍵字

high speed rail ； passenger satisfaction ； sustainable operations ； international comparison ； structural equation modeling

國際替代計量

以旅客觀點持續性評估高速鐵路營運績效長期趨勢及其關聯影響因素：跨國性的比較與探討

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